- Kindly note that a global leader in peristaltic, precision equipment, consumables and a diverse portfolio of life sciences and diagnostic products for the pharma, biopharma, healthcare, and environmental markets is looking for suitable candidates for Customer Experience Specialist position. This is for the Client's US process.

Synopsis :

- The Client is a leading provider of precision equipment and consumables to pharmaceutical, life sciences, environmental, and industrial customers around the world. Their proprietary product lines include peristaltic fluid handling systems, test and measurement devices, water testing equipment and consumables, and a range of laboratory essentials products all critical components in scientific research and production. Their business provides their customers with mission critical products and services in the Life Sciences end market.

Please find below jd for your kind reference

Job Title : Specialist, Customer Experience

Reports To : Manager, Customer Experience

Position Summary :

- Customers are at the center of everything we do at Antylia Scientific. Customer Experience Specialists are responsible for working through multiple service channels to consistently provide the highest level of customer satisfaction. This role is a key member of the Customer Experience center of excellence, responding to all our scientific customers around the world.

Key Responsibilities :

- Supporting customers via e-mail, phone, and other channels.

- Actively listen and identify customer needs and concerns to effectively provide top tier service.

- Investigates customer inquiries and identify proper course of action.

- Attends vendor and department meetings for continued learning including product training, product documentation, product compliance and other functions that relates to work duties.

- Responsible for providing product documentation support including manuals, data sheets, quality certificates and others as needed.

- Assists customers in buying decisions, consistently recognizing and offering cross-sell/upsell opportunities.

- Processes and updates customer orders/quotes and/or changes orders/quotes in a timely and accurate manner meeting departmental productivity metrics.

- Responds to post-order customer service requests such as handling customer issues and complaints; returns and communicates anticipated delays and actions being taken to provide a resolution in a timely manner. Makes returns/or replacement decisions to resolve customer issues or complaints as needed.

- Responsible for national security requirements and export compliance of all transactions.

- Performs other duties as assigned.

Minimum Requirements/Qualifications :

- Graduate in any discipline.

- 2 to 4 years customer service related experience.

- Proven ability using the Internet and Microsoft Office: Outlook, Word, Excel, PowerPoint, with ability to learn other software as needed. Experience using an AS400 and/ or other Customer database Management system is a plus.

- Capable of using learned knowledge to drive in the moment business decisions.

- Aptitude to learn and comprehend scientific vocabulary/terminology.

- Thrives in a fast-paced, collaborative environment, efficiently works under pressures, within deadlines or other time essential constraints.

- Excellent communication skills, both written and verbal, to clearly and concisely communicate to all levels of the organization.

- Strong work ethic and an ability to excel within a rapidly changing and growing organization.

- Employees will be handling 80% phone calls and 20% emails. So excellent written and verbal communication skills are critical .

Additional Information :

- Night shift ( either 6:30pm -3:30am)

- 5 days working. Monday to Friday.

- Work from home.

- Training would be provided.

- The above statements are intended to describe The above statements are intended to describe the general nature and level of the work being performed by people assigned to this job. They are not an exhaustive list of all of the duties and responsibilities associated with it.

Kindly advise if you would be interested in applying for the same. If yes, I would appreciate if you could revert back with your updated resume along with the following details at the earliest.

- Total Work Experience :
- Current CTC :
- Expected CTC :
- Notice Period :