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MKS Instruments Inc Customer Service Representative in Rochester, New York

Customer Service Representative

Location: Rochester, NY

Job Category: Customer Service and Support

Employment Classification: Full Time

Description

Primary Responsibility:

Maintains direct contact with customers after the sale. Supports team by developing and maintaining positive customer relations (CRM) with clients/customers, which can substantially affect service and/or product revenue(s). Works with various departments to meet sales goals. Focus of work is in post-sales. Records and reports the status of sales orders and delivery schedules.

The Customer Service Representative has decision-making authority as follows:

Post‑sale: Responds to customer inquiries (RMA, status, delivery, etc.). Resolves production scheduling and shipping or invoicing problems; determines validity of warranty claims and schedules repair resources; has the authority to change production and shipping schedules; and recognizes add-on business opportunities. Interacts with internal and external sales, production scheduling and shipping personnel to provide exceptional customer support and communication.

Knowledge: A seasoned, experienced professional with a full understanding of area of specialization; resolves a wide range of issues in imaginative as well as practical ways. This job is the fully qualified, career-oriented.

Job Complexity: Works on problems of diverse scope where analysis of data requires evaluation of identifiable factors. Demonstrates good judgment in selecting methods and techniques for obtaining solutions. Networks with senior internal and external personnel in own area of expertise.

Supervision: Normally receives little instruction on day-to-day work, general instructions on new assignments.

Experience & Education: Requires a minimum of 5 years of related experience.

Qualities and soft skills needed to be successful in this position.

Critical thinking

Enthusiastic motivated

Detail oriented and focused

Data entry and document review, problem resolution

Work independently

Experience working with CRM database, Suite of Microsoft Office

Experience with order processing and electronic document storing in SAP preferred

Foster and maintain positive customer relations

Ability to work in fast paced environment while maintaining a professional demeanor

Excellent communication and collaboration skills

Previous experience with international customers

MKS Instruments, Inc. is the parent company of Newport Corporation®, Spectra-Physics® and Ophir®, leaders in photonics, optics, lasers and motion/vibration control. MKS is a worldwide leader in technology solutions for thin film, process and industrial manufacturing, environmental monitoring, defense and security, life sciences and research.

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