Customer Service Support Administrator

  • Category
    Customer Service
  • Location
    Waltham, Massachusetts
  • Type
    Direct hire

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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