Customer Support Specialist

Description

IKA is where people turn visions into reality. When IKA’s corporate history began in 1910, China had not yet become a People’s Republic, and the term “globalization” had not yet been coined. Today, the IKA Group employs more than 900 people at multiple locations around the world and proudly serves customers such as BASF, Bayer, and Procter & Gamble. IKA is a global market leader in many of its product groups and a recognized example of innovation, development, and growth. As our slogan states: “IKA – Designed to work perfectly.”

IKA is seeking an on-site Customer Support Specialist to join our team. This role is responsible for providing customer support, including preparing quotes, entering orders, managing live chat and incoming calls, responding to emails, and providing pricing and delivery information for the Laboratory, Analytical, and Bioprocessing divisions. The successful candidate will maintain a philosophy of continuous improvement to enhance consistency, efficiency, and quality across all aspects of customer service.

Essential Duties & Responsibilities:

• 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 Manager.
• 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 business administration, communications, or a related field.
• Strong written and verbal communication skills, with the ability to communicate effectively via email and phone while maintaining a high level of responsiveness.
• Proven experience in inside sales, order entry, quote generation, and customer service. Preferred, but not required.
• Ability to respond professionally to common inquiries or complaints from customers, regulatory agencies, or members of the business community.
• Ability to write clearly and effectively in a variety of styles and formats.
• Ability to present information effectively to management and public audiences.
• Proficiency in basic math skills to interpret quotations, economically order supplies, and generate sales reports.
• Strong analytical and problem-solving skills, including the ability to define problems, collect data, establish facts, and draw valid conclusions.
• Ability to interpret technical instructions and manage multiple abstract and concrete variables.
• Proficiency with Microsoft-based software, including Outlook, Word, and Excel; experience with SAP or other ERP/manufacturing software is a plus. Preferred, but not required.