It's an exciting time at Metrohm USA!

We are the North American division of world-renown Metrohm AG (Herisau, Switzerland), an industry leader in laboratory instruments and accessories for analytical testing/research. We are looking for an experienced Customer Support Specialist to join our team in the Riverview, FL location.

This is a hybrid position. Employees work from home up to 50% of the time. The initial training schedule is Monday – Friday 8:00am – 5:00pm. The regular schedule may have an end time of up to 6:00pm, Monday - Friday.

Do you have a passion for delivering an excellent customer experience? It’s your chance to be an integral part of dynamic team and make an immediate impact in a B2B environment. This is not a call center position.

The Customer Support Specialist will respond to and processes requests from internal and external customers via phone, chat and email. This is a fast paced, challenging role for the right individual.

Respond to inquiries and order requests in a timely manner via case management system, telephone, and chat. Primary duties include order processing, pricing, availability, account set up, shipping, follow and escalations. Much of your day will be spent in a back-office environment, working with new or existing customers.

  • Assist sales reps and customers with the pre-sales process and documentation  
  • Timely monitor and update open orders with proper coordination with purchasing, warehouse, finance, sales and product managers for possible opportunities for delivery
  • Coordinate, evaluate and process the return of defective product.
  • Meet productivity standards while maintaining the highest level of customer satisfaction
  • Requires regular in-person attendance
  • Requires the ability to occasionally modify work hours, work overtime and some weekends
  • Attend meetings, training sessions, etc. as requested
  • Ensure proper coverage of phone lines
  • Work with customer support leadership team to ensure proper customer service is being delivered

Ideal Experience and Education:

Associate’s degree preferred. High school diploma or GED; and minimum of two (2) years of experience in a similar role supporting the business and staff in a B2B customer support environment.  

The ideal candidate will possess the following skills:

  • Focus on providing a customer experience that is above and beyond
  • Proactive approach to critical functions such as time management and decision making
  • Effective verbal and written communication skills, proficiency in English
  • Computer proficiency and technical aptitude including knowledge of Microsoft products, Excel intermediate skills desired
  • Experience with Zendesk or other ticketing system preferred
  • Experience with Microsoft Dynamics preferred
  • Ability to establish and maintain effective and constructive working relationships with others, both internal and external to the organization
  • Ability to interact and communicate with individuals at all levels of the organization