Customer Support Assistant Seahorse Bioscience
Serving the life sciences industry since 2001, Seahorse Bioscience provides industry-leading analytical instruments, cell based assay kits, and consumable labware products for biological research and drug discovery. Our customers include scientists at academic institutions, pharmaceutical and biotech organizations, as well as OEM manufacturers of assay kits and lab instruments suppliers. Headquartered 30 miles north of Boston, in Billerica, Massachusetts, Seahorse Bioscience maintains its manufacturing facilities in Chicopee, Massachusetts, European headquarters in Copenhagen, Denmark, and Asia headquarters in Shanghai, China.
We are seeking an energetic, articulate, and literate individual to fill this newly created role in our customer support organization. Your efforts will help increase our effectiveness and efficiency while improving customer experiences. In this position you will interface with customers, internal and external customer support, sales, and marketing staff to ensure accurate and timely deployment of support equipment, supplies and personnel. Strong customer relationship skills, organization skills and excellent communication are crucial for success.
? Asset tracking and loaner/demo pool management
? Reporting on support/service metrics, data entry and dashboard maintenance
? RMA management, documentation, scheduling and customer notification
? Scheduling of service visits, installations, and customer training
? Provide routine administrative support to Director of Support, Field Service Manager, Field Science Manager, Tech Support Manager and staff.
? Work with sales & marketing to promote service product offerings, upgrades, etc.
? Maintaining customer, account, purchasing contact, and instrument data in our CRM
? Logistics and organization of field staff meetings and staff and distributor training
? Manage trade show orders & calendar
? Coordinate trade show booth logistics
? Shipping of materials for field staff and mailings
This position reports to the Director of Customer Support.
? 2 or 4 year college degree
? Customer friendly phone skills
? Strong written and verbal communication skills
? Excellent organizational, project and time management skills
? Ability to work independently and across departments within an organization
? Comfortable working in a matrix management environment
? Experience with managing logistics and schedules
? Experience working directly with customers
? Experience with SalesForce.com or other CRM system a plus
Location ? 16 Esquire Road, Billerica, MA
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