Customer Service Support Administrator

Customer Service  Support Administrator -  Waltham, MA

Our Client is hiring an Administrator to provide administrative and telephone support to the Technical Support department, both internally and externally.

More specific responsibilities will include:

• Development of Billable Service Quotes in a timely and accurate manner
• Work with the Service Agreement Contract Specialist to upload information into the CRM/SAP system
• Assist in dispatching responsibilities and scheduling activities for field employees
• Distribution of Technical and Customer Bulletin
• Provide inbound telephone support for customers and Field Support as needed, or as back up
• Provide scheduling support, as needed
• Inspect all service reports and checklist submissions for accuracy, and e-files them in DocStar
• Maintain CIB and TIB e-mailing lists and distributes both, domestically and internationally
• Assist with SAP uploads to CRM system (Pivotal)
• Place inventory replenishment orders on behalf of the department and field
• Provide administration support to the in-house department and field
• Mail supportive documents, generate labels, and distribute PPE as required
• Work with Accounting to research Customer ID numbers, and update Pivotal as needed
• Manage all billable quotes and POs
• Manage Technical Support On-call schedule
• Other tasks as directed by Manager, Field Support Operations

Qualifications:

• Minimum of an Associate Degree, BS/BA degree preferred with a concentration in life sciences or business
• 1-3 years minimal experience in a customer support environment
• Familiarity with MS Excel and other database software is a plus
• Strong interpersonal skills
• Solid computer skills including MS Excel spreadsheet and document preparation
• Can do, cooperative attitude
• Ability to multitask
• Knowledge of CRM and SAP (helpful)

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