Customer Service & Sales Support Specialist

MBRAUN Incorporated located in Stratham, New Hampshire is a leading manufacturer of high-end technology solutions.  Products include gloveboxes, inert gas purification, thin-film technology, isolators, solvent purification and custom system solutions for clean environments.  MBRAUN is instrumental in developing world class core technologies and then adapting them to an application, yielding the most efficient clean environments based on our intimate knowledge of the many markets we serve.

For over 40 years MBRAUN employees share in the vision of creating a world-class company that can be our customers #1 creative partner.  We have and we can engineer solutions customers need using a unique solutions approach in which we collaborate to define specific application requirements. Together with the customer, we determine the best solution package from MBRAUN's range of products and services.  For more information please visit www.mbraun.com.

Job Description

M. Braun, Inc. is currently seeking a part-time Customer Service & Sales Support Specialist to join our team. Serve as the primary leader for customer service operations, ensuring a high level of customer satisfaction through responsive support, proactive communication, customer feedback management, and continuous improvement initiatives. Coordinate trade shows and exhibitions on behalf of the sales department to support business development and customer engagement objectives.

Job functions include, but are not limited to:

• Manage day-to-day customer service activities and serve as the primary point of contact for customer inquiries, concerns, and escalations.
• Develop and maintain strong relationships with customers to ensure a positive customer experience throughout the project and product lifecycle.
• Track, measure, and report on customer satisfaction metrics and trends.
• Create, distribute, and manage customer satisfaction surveys following project completion, service events, equipment installations, and other key customer touchpoints.
• Analyze survey results and customer feedback to identify opportunities for improvement.
• Follow up with customers regarding survey responses and corrective actions when required.
• Prepare periodic customer satisfaction reports and present findings and recommendations to management.
• Develop and implement customer service policies, procedures, and best practices.
• Monitor response times and service levels to ensure customer expectations are consistently met.
• Manage exhibition schedules, registrations, booth logistics, shipping arrangements, vendor coordination, and marketing material preparation.
• Track trade show expenses, budgets, leads generated, and event performance metrics.
• Responsible for processing all department related nonconformance's when required
• Support all Service Support activities when necessary
• Perform other duties as assigned to support organizational objectives.

Job Requirements

• Proficiency with MS Office (Word, Excel, and Outlook) required

• Knowledge of Adobe Acrobat required

• Knowledge of Navision ERP system a plus, but not required

• Must be able to follow all safety and personnel rules and regulations

• Compliance with ISO 9001 standards and procedures

The Ideal Candidate

• Must have strong organizational skills and attention to detail

• Must have excellent written and verbal communication skills and the ability to maintain accurate records

• Must be able to multi-task and respond well to shifting priorities

• Excellent customer service skills required

Education Requirements

High School Diploma required

Physical and Mental Requirements

• Physical Requirement: Must have fine motor skills; be able to grasp small items; some light lifting; the ability to do a repetitive motion; and the ability to sit for most of the day 

• Visual Requirement: Must be able to visually read documents and a computer screen

• Hearing Requirement: Must be able to hear and speak on the phone and in person to convey information

• Mental Requirement: Comprehension, Organization, Reasoning, Decision Making, Communication, and Mathematics

Benefits

M. Braun offers an excellent benefits package which includes health insurance, dental insurance, vision insurance, 401K, life insurance, short-term and long-term disability, flexible spending account, and more.