Evident Group
Customer Support Representative II
Evident Group, Waltham, Massachusetts, United States, 02254
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TEXAS, WEBSTER; MASSACHUSETTS, WALTHAMAre you looking for a company that cares about people’s lives and health, including yours? At EVIDENT, we help make people’s lives healthier, safer and more fulfilling, every day.Job Description
As a Customer Service Representative, you will serve as a key contact and liaison for customers, both internal and external, to ensure their total satisfaction. You will interact with customers on an ongoing basis, entering orders, handling requests and providing support needed in a timely, professional and courteous manner. This role is responsible to act as the voice of the customers to determine how Evident Scientific Inc. can best satisfy their equipment needs.Job Duties
Create, monitor, document, and complete contract and customer files to ensure accuracy and timely submission.Prepare or coordinate the preparation of various forms and certifications requested by customers for the purpose of complying with government regulations and customer requirements.Assist Customer Service in acquiring applicable approvals for customer requested changes to Olympus quotes.Perform daily order and quote accuracy checks.Create government labelling for shipments when required.Coordinate with appropriate departments (e.g., Legal, Sales, Finance, and/or Product Marketing) for input on relevant subject matter to complete customer surveys appropriately.Review and revise customer issued legal/purchase addendums, terms and conditions, documents, and/or any modifications to Olympus standard terms and conditions.Participate in contract negotiations as needed.Communicate with management and colleagues regarding critical situations requiring attention and initiate escalations to management as required for proper resolution.Serve as backup for Senior Contract Specialists and Contract Specialists.Lead continuous improvement efforts within the Contracts team related to administrative work to help deliver cost reductions, increased customer satisfaction, and greater efficiencies.Support the contract team’s daily operations with ongoing projects and any relevant tasks that may arise.Perform other related duties as assigned.Job Requirements
Education:High school diploma or GED equivalent required.Experience:3–5 years in a business environment. Previous customer service experience preferred.REQUIRED QUALIFICATIONS:Excellent customer service skills with enthusiasm and tact both in writing and over the phone.Ability to multitask, organize and prioritize tasks.Familiarity with CRM systems and practices.Strong knowledge of Microsoft Outlook Applications.Strong work ethic and attention to detail.Positive outlook with the ability to promote teamwork and good working relationships.PREFERRED QUALIFICATIONS:Bachelor's Degree in a business or other discipline preferred, or equivalent customer service experience required.Salesforce or Netsuite CRM system knowledge.We realize work isn’t just a job to you.It’s a big part of your life, but not the only part. That’s why we offer competitive salaries, a robust 401(k) program, annual bonus program and comprehensive medical benefits, as well as tuition reimbursement, flexible schedules, parental and adoption leave, on-site services and Colleague Affinity Networks — so you can be ready for where life can take you.EVIDENT is passionate about the solutions it creates for the life sciences, and industrial equipment industries. For more than 100 years, Olympus has focused on making people’s lives healthier, safer and more fulfilling by helping detect, prevent, and treat disease, furthering scientific research, ensuring public safety, and capturing images of the world. Olympus has manufactured microscopes since the company’s founding in 1919. Today, EVIDENT is a leading manufacturer of optical and digital microscope systems for life science solutions. EVIDENT’s Life Sciences division supplies microscope systems for biological use in clinical, research, and educational applications.It is the policy of EVIDENT to extend equal employment and advancement opportunity to all applicants and employees without regard to race, color, national origin (including language use restrictions), citizenship status, religious creed (including dress and grooming practices), age, sex (including pregnancy, childbirth, breastfeeding, medical conditions related to pregnancy, childbirth and/or breastfeeding), gender, gender identity and expression, sexual orientation, marital status, disability (physical or mental) and/or a medical condition, genetic information, ancestry, veteran status or service in the uniformed services, and any other characteristic protected by applicable federal, state or local law.Posting Notes:
United States (US) || Massachusetts (US-MA) || WalthamNearest Major Market:
WalthamNearest Secondary Market:
Boston
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TEXAS, WEBSTER; MASSACHUSETTS, WALTHAMAre you looking for a company that cares about people’s lives and health, including yours? At EVIDENT, we help make people’s lives healthier, safer and more fulfilling, every day.Job Description
As a Customer Service Representative, you will serve as a key contact and liaison for customers, both internal and external, to ensure their total satisfaction. You will interact with customers on an ongoing basis, entering orders, handling requests and providing support needed in a timely, professional and courteous manner. This role is responsible to act as the voice of the customers to determine how Evident Scientific Inc. can best satisfy their equipment needs.Job Duties
Create, monitor, document, and complete contract and customer files to ensure accuracy and timely submission.Prepare or coordinate the preparation of various forms and certifications requested by customers for the purpose of complying with government regulations and customer requirements.Assist Customer Service in acquiring applicable approvals for customer requested changes to Olympus quotes.Perform daily order and quote accuracy checks.Create government labelling for shipments when required.Coordinate with appropriate departments (e.g., Legal, Sales, Finance, and/or Product Marketing) for input on relevant subject matter to complete customer surveys appropriately.Review and revise customer issued legal/purchase addendums, terms and conditions, documents, and/or any modifications to Olympus standard terms and conditions.Participate in contract negotiations as needed.Communicate with management and colleagues regarding critical situations requiring attention and initiate escalations to management as required for proper resolution.Serve as backup for Senior Contract Specialists and Contract Specialists.Lead continuous improvement efforts within the Contracts team related to administrative work to help deliver cost reductions, increased customer satisfaction, and greater efficiencies.Support the contract team’s daily operations with ongoing projects and any relevant tasks that may arise.Perform other related duties as assigned.Job Requirements
Education:High school diploma or GED equivalent required.Experience:3–5 years in a business environment. Previous customer service experience preferred.REQUIRED QUALIFICATIONS:Excellent customer service skills with enthusiasm and tact both in writing and over the phone.Ability to multitask, organize and prioritize tasks.Familiarity with CRM systems and practices.Strong knowledge of Microsoft Outlook Applications.Strong work ethic and attention to detail.Positive outlook with the ability to promote teamwork and good working relationships.PREFERRED QUALIFICATIONS:Bachelor's Degree in a business or other discipline preferred, or equivalent customer service experience required.Salesforce or Netsuite CRM system knowledge.We realize work isn’t just a job to you.It’s a big part of your life, but not the only part. That’s why we offer competitive salaries, a robust 401(k) program, annual bonus program and comprehensive medical benefits, as well as tuition reimbursement, flexible schedules, parental and adoption leave, on-site services and Colleague Affinity Networks — so you can be ready for where life can take you.EVIDENT is passionate about the solutions it creates for the life sciences, and industrial equipment industries. For more than 100 years, Olympus has focused on making people’s lives healthier, safer and more fulfilling by helping detect, prevent, and treat disease, furthering scientific research, ensuring public safety, and capturing images of the world. Olympus has manufactured microscopes since the company’s founding in 1919. Today, EVIDENT is a leading manufacturer of optical and digital microscope systems for life science solutions. EVIDENT’s Life Sciences division supplies microscope systems for biological use in clinical, research, and educational applications.It is the policy of EVIDENT to extend equal employment and advancement opportunity to all applicants and employees without regard to race, color, national origin (including language use restrictions), citizenship status, religious creed (including dress and grooming practices), age, sex (including pregnancy, childbirth, breastfeeding, medical conditions related to pregnancy, childbirth and/or breastfeeding), gender, gender identity and expression, sexual orientation, marital status, disability (physical or mental) and/or a medical condition, genetic information, ancestry, veteran status or service in the uniformed services, and any other characteristic protected by applicable federal, state or local law.Posting Notes:
United States (US) || Massachusetts (US-MA) || WalthamNearest Major Market:
WalthamNearest Secondary Market:
Boston
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