Brewer Science, Inc. is a major innovator of high-technology solutions for the semiconductor / microelectronics markets. We are currently seeking a purpose-driven candidate with an ownership mentality to fill an open position as a Customer Service Specialist (level II or III). This position will be located in Rolla, MO.?Summary:Customer Service Specialists play a crucial role in providing tactical and strategic support to customers, internal teams, and external functions. They are focused on achieving effective customer service and sales support outcomes to meet or surpass corporate goals. They contribute to fostering a customer-centric culture by collaborating with both remote personnel and internal groups, utilizing customer service processes to ensure a seamless beginning-to-end customer experience.Responsibilities:Customer Service Specialist II:::: {paraeid="{8ddfa1b2-572f-4a06-9243-a41c88b00476}{174}" paraid="169721968"}
- Global support of remote personnel and internal groups as defined in the service and support processes such as customer notification of change, customer complaints, and customer audits, as well as any other related situations as they arise.
- May also include sales support activities.
- Respond to customer requests via phone, email, and other communication channels in a professional and courteous manner.
- Support initiatives targeted at improving customer satisfaction/perception through customer-focused process optimization and execution. Includes keen ability to make sound recommendations to improve processes and positive outcomes.
- Manage sample requests and expedite as necessary.
- Communicate with customers on change control.
- Review customer specifications for changes in and adherence to customer requirements.
- Verify customer satisfaction through tracking of customer scorecards for improvement opportunities.
- Provide limited, direct customer engagement to achieve positive outcomes.
- Own documentation of customer issues and needs relative to customer relationships and service.
- Demonstrate a customer-first culture, advocating for customers where appropriate and needed.
- Promote customer service programs such as Customer Service Week.
- Build customer and internal relationships at multiple levels globally, develop strategies, and execute tactics that result in improved global customer satisfaction.
- Collaborate with internal technical teams to ensure accurate and comprehensive response to customer queries.
- Maintain detailed records of customer interactions, orders, and issue resolutions.
- Perform training of basic service and support processes and databases to customer service team members and other internal groups within the organization.
- Drive initiatives targeted at improving customer satisfaction/perception through customer-focused process optimization and execution; make sound recommendations to improve processes and positive outcomes.
- Engage directly with customers to achieve positive outcomes as directed.
- Direct customer engagement to achieve positive outcomes.
- Promote, coordinate, and sometimes lead customer service programs.
- Collaborate with and sometimes lead cross-functional teams.
- Perform training of complex service and support processes and databases to customer service team members and other internal groups within the organization.
- Act as a coach or mentor to remote customer advocacy/service and support personnel.
- Utilize in-depth knowledge of our products to address technical inquires and provide guidance on product applications.
- Investigate and resolve customer complaints or concerns, ensuring a positive resolution and maintain customer satisfaction.
- Collaborate with relevant departments to address and rectify product or service issues.
- Stay informed about the features, specifications, and applications of o r products.
- Provide training and support to junior customer service specialists to enhance overall product knowledge within the team.
- Generate regular reports on customer service metrics and contribute insights for process improvement.
- Coordinate and support internally virtual and in-person customer audits.
- Contain customer complaints and manage messaging for corrective actions.
- Engage account managers to support effective SR record keeping of all customer requests.
:::Customer Service Specialist III:
Same duties as Customer Service Specialist II.
Additional duties as Customer Service Specialist III:
Provide top-tier customer support by addressing escalated inquiries and issues with a high level of professionalism and efficiency.
Utilize advanced product knowledge to troubleshoot and resolve complex customer concerns, ensuring a positive customer experience.
Investigate and analyze customer issues, identifying root causes and implementing effective solutions.
Collaborate with cross-functional teams to resolve customer challenges and escalate issues as needed.
Act as a mentor and resource for lower-level customer service specialists, providing guidance and support to enhance their skills and knowledge.
Collaborate with other departments, such as product development and sales, to ensure a unified approach to customer satisfaction.
Continuously evaluate and improve customer service processes to enhance efficiency and effectiveness.
Proactively identify trends in customer inquiries and work with the team to implement preventative measures.
Maintain accurate and detailed records of customer interactions, resolutions, and feedback.
Generate regular reports on customer service performance and contribute insights to management for strategic decision-making.
Collect, analyze, and report customer feedback to the relevant stakeholders, contributing to product and service improvements.
Implement strategies to enhance customer satisfaction and loyalty.
Education and Credentials:
Customer Service Specialist II:
High school diploma or equivalent and
Minimum 4 years of related customer service experience or
An equivalent combination of education and experience.
Customer Service Specialist III:
Associates degree in relevant field or
Minimum 6 years of related customer service experience or
An equivalent combination of education and experience
BenefitsAt Brewer Science, we are a Top Workplace{rel="noreferrer noopener" target="blank"}, Certified Employee-Owned{rel="noreferrer noopener" target="blank"}, Certified B Corpandtrade;{rel="noreferrer noopener" target="blank"}, and GreenCircle{rel="noreferrer noopener" target="blank"} Certified Zero Waste to Landfill.{rel="noreferrer noopener" target="blank"} By joining Brewer Science, you will be eligible to receive benefits including:
Medical, dental, vision, life, long- and short-term disability, identity theft protection, and pet insurance
Paid leave, including community service leave, wellness breaks, and other special leave
