Customer Service Representative

Overview

Who are we? Established in 1975, Shimadzu Scientific Instruments is one of the largest suppliers of analytical instrumentation, physical testing, and environmental monitoring systems. We pursue groundbreaking scientific research, manufacturing ideas and results that propel our reputation for “Excellence in Science.” We invite you to join a diverse team of professionals working with researchers, scientists and manufacturers to help better lives worldwide.

Location: Columbia, MD

Salary: $50,000 to $55,500 per year

Hours: 10:00 AM – 6:30 PM EST

• Our Culture – A work environment that values diversity, inclusion & belonging
• Competitive Compensation – Day 1 Benefits & Competitive Salary
• Retirement Benefits – Matching 401K & Profit-Sharing Program
• Professional Growth – Clear pathways for Career, Leadership and Personal Development
• Health Benefits – Flexible Spending/Health Savings Accounts
• Work-Life Balance – Generous & Front-Loaded Paid Time Off Plan
• Education – Tuition Assistance Program for both graduate and undergraduate levels
• Insurance Perks – Pet Insurance, optional Identity theft, legal pre-paid and critical care buy-up insurance benefits, generous company paid life insurance & short-term disability programs
• Work Flexibility – Business casual Dress Attire & casual (jeans) Friday
• Employee Engagement – Employee Resource Groups to network and develop professionally

• Position includes the stated salary. For Service, Technical Support, Marketing & Sales Roles: additional compensation may be available through an Incentive and/or Commission Plan.
• For employees residing in Connecticut, Massachusetts, New Jersey and California: additional compensation offered through a Cost-of-Living Adjustment (COLA).

Shimadzu Scientific Instruments is seeking a Customer Service Representative to serve as the first point of contact for visitors and callers at our corporate headquarters in Columbia, MD. This role provides professional and efficient customer support during 10:00 AM – 6:30 PM EST. You will handle customer inquiries, process orders and assist with administrative support for our sales and service teams.

• Provide assistance to customers through inbound phone calls and chats via the auto call distribution (ACD) system.
• Handle incoming customer communication via phone, email, and written correspondence.
• Process orders through the CRM and DFS system, and Great Plains (GP), ensuring accuracy and order confirmation.
• Generate and administer Great Plains call documentation.
• Assist with CRM quotations and backup support.
• Provide pricing, product availability and lead time information.
• Address order holds and collaborate with Accounting, Clinical, Compliance, and other departments.
• Maintain and update customer account information.
• Demonstrate problem-solving skills, including decision-making, time management, and prioritization of tasks.
• Exhibit active listening, superior customer service and strong telephone etiquette.
• Resolve customer issues, including conflict resolution, negotiation, and de-escalation.
• Initiate outbound calls for issue resolution and follow-ups.
• Provide backup support to the customer service team when needed.
• Respond to internal and customer emails in a timely manner.

• At least 1 year of experience in a customer support environment, preferably within a sales or operations setting.
• High school diploma required;
  Bachelor’s degree preferred.
• Ability to work independently and as part of a team to meet customer service objectives.
• Familiarity with analytical instrumentation or laboratory equipment is a plus.
• Strong written and verbal communication skills with the ability to multitask in a fast-paced environment.
• Proficiency in Microsoft Dynamics GP or similar ERP systems is highly desirable.

At Shimadzu Scientific Instruments, we offer structured career paths that recognize and reward talent. If your expertise surpasses the listed position level, we provide flexibility to upgrade positions with salary adjustment.

This non-exempt, full-time position offers a starting salary range of…