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Technical Customer Support Representative - United States
Charles River (company)
Posted on : 11 April 2017
Responsible for providing education, answers and guidance to internal and external customers on a variety of laboratory animal science subjects.
ESSENTIAL DUTIES AND RESPONSIBILITIES:
•Handle technical customer assistance telephone calls and provide education, answers and guidance to external customers concerning biology, husbandry and care, technical methods, normative data, surgery, reference information, diagnostic services and health issues for a variety of animal species.
•Document details regarding customer phone call and email communications in the sales database system.
•Qualify and record any new lead opportunities received via phone or email in the sales database system and forward to the appropriate regional sales and product managers.
•As appropriate, refer calls, questions or problems to the Professional Staff, Customer Service, Product Management or external organizations.
•Serve as a customer liaison for problem solving.
•Provide education, answers, guidance and referrals to internal customers.
•Provide support to the Customer Service Department as they interact with customers.
•Support the scientific staff as needed.
•Provide customer service for most research animal diagnostic services inquiries by answering questions about sample requirements, shipping, turnaround time and results interpretation.
•Perform literature searches for internal, external and foreign customers.
•Obtain reprints of articles from external sources.
•Mail or fax informational packages as needed to internal and external customers. Follow-up with Professional staff and others to whom questions were referred, to insure timely processing of calls.
•Maintain and update corporate reference materials.
•May be responsible for researching/implementing automated PC support systems to provide electronic links (of health reports/reference information) to external customers.
•Perform all other related duties as assigned.Qualifications
•Education: Associate’s degree (A.A. /A.S.) or equivalent in technically related field (e.g. Biology) or related discipline. Bachelor’s degree preferred.
•Experience: Two to four years of experience.
•An equivalent combination of education and experience may be accepted as a satisfactory substitute for the specific education and experience listed above.
•Must regularly operate a computer and occasionally operate other office productivity machinery such as a calculator, copy machine, and computer printer.
•Must regularly communicate with employees/customers; must be able to exchange accurate information.
•Must occasionally move about inside the office to access file cabinets, office machinery, etc.
•The noise level in the work environment is usually moderate.
Equal Employment Opportunity
Charles River Laboratories, Inc. is an Equal Opportunity Employer M/F/Disabled/Vet