Customer Service Representative

For 75 years, The Baker Company in Sanford, ME, has been at the forefront of developing innovative solutions for air containment, contamination control, and controlled environments. Our products, including biological safety cabinets, clean benches, fume hoods, and pharmacy isolators, offer unmatched user and product protection for various applications. We design and build the equipment that is used every day in cutting-edge biological and pharmaceutical research by some of the world's leading companies and research organizations.

The Customer Service Representative acts as a liaison between The Baker Company and our customers, sales representatives, Baker product certifiers, engineering, manufacturing, traffic, credit, and the company’s accounting staff to calculate and send quotes and sale orders, processes warranties, and fulfill customers’ various needs to ensure satisfaction.

DUTIES AND RESPONSIBILITIES

• Fields incoming phone calls and online inquiries from end users, service technicians, and sales professionals in a courteous and helpful manner
• Supports a network of independent manufacturer’s sales representatives and / or sales partners
• Processes quotes and purchase orders
• Log call data/info into CRM or ERP
• Coordinate with engineering personnel to get the customer’s answers as required. Provide product, pricing and other relevant information as requested by Customers / Field Techs
• Issues warranty calls
• Ensures customer inquiries are resolved in a timely manner (e.g., warranty, non-warranty, troubleshooting service incidents)
• Solid understanding of the features and benefits of all products sold and serviced by the company
• In-depth knowledge of all warranties
• Ensures compliance with the company’s quality assurance program and customer satisfaction programs to ensure the equitable resolution of customer complaints
• Ensures associate compliance with company time and attendance policies, and adherence to productivity and service standards
• Communicates with others in the company (vertically and horizontally) to ensure compliance with service standards and company policies.
• Make every effort to focus on doing it right to make sure the customer is happy or satisfied with our units
• Provide value to our customers by using Lean tools and concepts to identify and eliminate waste in all forms (scrap/rework, transportation, motion, waiting, inventory, over production, over processing, and under-utilization of people). Uses systemic thinking by seeing processes from end to end and works to challenge the status quo to eliminate the root cause of problems. Is involved in individual and/or team activities that involve using Lean tools and concepts to improve the flow of information and material.
• Perform other relevant duties as assigned by the supervisor and/or manager

KEY PERFORMANCE METRICS

• Call logs (In- bound/out-bound)
• Data log
• Territory management
• Product knowledge
• Order accuracy and validity
• Completeness of orders

PHYSICAL REQUIREMENTS

• Able to sit for extended periods of time
• Able to work on a computer

MINIMUM REQUIREMENTS

• Associate's/bachelor’s degree in business (preferred)
• Excellent communication skills
• High energy level
• Strong organizational skills
• Proficient in Microsoft applications
• Good analytical skills
• Ability to multi-task
• Able to work under pressure and meet deadlines
• Works under little to no supervision.
• Experience in international orders / shipments a plus
• Contracts administration/bids knowledge a plus.

BENEFITS

• Medical
• Dental
• Health Reimbursement Account
• Flexible Spending Accounts
• Life and Disability Insurances
• 401(k)
• Company Profit Sharing Plan
• Gym Membership Reimbursement
• Paid Time Off
• And More!

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