Responsibilities

Job Responsibilities:

• Prepare and process correspondence, quotes and bids for sales team members in the field.  Review quote request submitted by sales team member, prepare formal SAP generated quotations and send to customer by email. Provide copy to sales team members.  Maintain working knowledge of various business unit policies and procedures, Trade-In Programs, Discount Guidelines and Approval Requirements, Promotions and various other contract guidelines, Used and Demo Instrumentation, etc. Follow up with Sales to ensure the proper instrument system/configuration is being quoted.  Work from the customer requirements to gather and supply specific information related to a bid.  Follow up with internal departments to meet customer data requirements and assemble materials within the timeframes required by customer.  Ensure that proper discounting programs and policies are followed and applied to quote and order. Confirm all exceptions with management. 
• Respond to customer inquiries. Answer questions and provide information related to existing or potential instrument, consumable and accessory, contracts, orders and sales. Make follow-up calls to customer or field personnel to inquire on the status of an order as applicable. 
• Process Purchase Orders. Receive purchase orders from customers and sales representatives.  Review for accuracy to quotation.  Confirm all pricing, promotions and other discounting. Verify all required information is provided on the purchase order. Follow-up on discrepancies with field representative and/or customer as required. Coordinate with Global Order Fulfillment team to ensure customer expectations regarding shipping/delivery, etc. are met.   Enter and processes all orders into the SAP system.
• Resolve Collections Issues.  Provide support to collectors in resolving invoicing/payment issues.  Research to resolve issues impacting customer payment of invoices, e.g., incorrect billing address, invoice/PO discrepancies, tax issues, etc.  Contact and coordinate with appropriate field sales people to resolve issues and expedite payment.
• Provide administrative support for sales organization.  Provide administrative support to sales organization by developing, preparing, processing, tracking and reconciling processes and forms for various sales activities.  Tracks documents, forms, purchase orders, etc. Maintain databases and other documentation or systems daily if applicable as required.

Basic Qualifications:

• Bachelor's degree and 0-2 years of customer service experience in a team-based environment OR
• Associate degree and 2 years of customer service experience in a team-based environment

Preferred Qualifications:

• Computer proficiency in Microsoft Office, MS Outlook, SAP, SalesForce and other software applications
• as needed
• Effectively communicate information in both written and verbal form to internal and external
• customers
• Prior knowledge of the life sciences industry
• Advanced customer service skills & three or more years of call center experience preferred
• Geographical knowledge of service area
• The ability to identify the root cause of customer issues and pursue resolution proactively
• with a sense of urgency and commitment to customers

The annual compensation range for this full-time position is $40,040.00 to $59,800.00. The final base pay offered to the successful candidate will be determined by factors including internal equity, work location, as well as individual qualifications, such as job-related skills, experience, and relevant education or training.