Customer Support Representative

We are partnering with a pioneer in mass photometry, producing a disruptive new generation of analytical instrumentation that measures the mass of individual molecules directly in solution.

With operations in both the UK and US, with a product on the market, the company are continuing to expand with a new Customer Excellence Representative hire. They are open to both UK (Oxford) or US (Massachusetts) candidates to best strengthen the team.

The successful candidate will be the first point of contact and the face to the clients’ customers. The primary function will be to provide outstanding customer service by addressing inquiries, resolving issues, and ensuing customer satisfaction. The standout candidate will have a proven background in customer service, excellent problem-solving skills, and a passion for delivering superior customer experience.

Responsibilities:

• Customer Interaction: Serve as the primary point of contact for customer inquiries and complaints, ensuring timely response showing empathy and driving effective resolution.
• Process Support: Provide accurate information to our customers about products, services and procedures. Process vendor onboarding requests, orders, returns, and exchanges to support the Order to Cash process.
• Coordination: Customer request coordination from start to finish, serving as the main point of contact for the customer, managing the step-by-step process to fulfil the customer request.
• Collaboration: Work closely with other departments such as Sales, Field Service, Operations, Logistics and Finance, to address customer needs, resolve issues and contribute to cross-functional projects.
• Record Keeping and Documentation: Maintain detailed and accurate records of customer interactions in our CRM, ERP, and SharePoint systems. Documents processes and procedures as required; this may include both internal and external documentation.
• Process Improvement: Identify areas for improvement in customer service processes and work with management to implement changes that enhance efficiency, service quality and customer experience.
• Customer Experience: Foster an excellent customer experience and drive loyalty and advocacy in the customer base.
• Policy Adherence: Ensure compliance with company policies and procedures and contribute to the development of new policies as needed.

Requirements:

• Education: High school diploma or equivalent; college degree preferred
• Language: Fluent in English (required), Mandarin (preferred), or French or German
• Experience: Minimum of 1-3 years of experience in a customer service role
• Skills: Excellent communication and interpersonal skills and the ability to remain calm under pressure. Strong problem-solving abilities. Ability to work in a fast-paced environment.
• Knowledge: Proficiency in customer service software and tools, with a solid understanding of customer service best practices and industry trends.
• Attributes: Proactive approach to problem-solving, and a commitment to providing outstanding customer service.