Customer Support Specialist

IKA is where people turn visions into reality.

When the corporate history of IKA began in 1910, China had not yet become a People's Republic, and the word "globalization"? had not been invented yet.

Today, the IKA group has over 900 employees at multiple locations around the world and is proud to serve customers such as BASF, Bayer, and Procter&Gamble. We are the leader in the world market in most of the product groups and a leading example for development and growth. Or as our slogan expresses it: "IKA-Designed to work perfectly “.

IKA is looking for an onsite Customer Support Specialist to join our team! This person will be responsible for customer support including preparation of quotes, order entry, live chat, incoming calls, responding to emails and providing price and delivery information for Laboratory, Analytical and Bioprocessing divisions. This individual will maintain a philosophy of continual improvement to increase consistency, efficiency and quality in all aspects of customer service.

ESSENTIAL DUTIES AND RESPONSIBILITIES include the following. Other duties may be assigned.

• Provides accurate processing of customer quotations, orders and confirmations within a 24 hour turn around period.

• Ensures all quote and order instructions are followed.

• Set-up new accounts.

• Provides courteous and accurate information on all incoming customer calls and emails.

• Maintains and notifies of accurate delivery information to the customer and Account Manag-er.

• Route qualified opportunities to the appropriate account manager

• Provides support to the reception desk – according to a rotating schedule.

• Completes back-order reports provided or received from customers/distributors.

• Prints “back-order report” weekly to update promised shipping dates. Informs customers if there are any changes.

• Issue and generate return authorizations.

• Maintains an open line of communication with all departments.

• Uses and is familiar with all available tools such as literature, web site and personnel knowledge.

• Has knowledge of IKA equipment and accessories.

Requirements

• Bachelor’s degree in General education, Communication, or a related field
• Must be effective communicating via email and phone with high response rate. Strong background in Insides Sales, order entry, quote generation and customer service.
• Ability to respond to common inquiries or complaints from customers, regulatory agencies or members of the business community.
• Ability to write effectively in any necessary style and format.
• Ability to effectively present information to top management and public groups.
• Ability to use basic math skills to interpret quotations, economically order supplies and generate sales reports.
• Ability to define problems, collect data, establish facts and draw valid conclusions. Ability to interpret a variety of technical instructions and deal with several abstract and concrete variables.
• Ability to use Microsoft based software, i.e. Outlook, MS Word and Excel. Knowledge and ability to use SAP manufacturing software a plus.

Salary Description

$20 - $21.15 / hour