You are a people person and a stellar communicator. You love a good challenge and thrive in a fast-paced, agile environment. You fancy yourself a writer and you find yourself editing and correcting typos and mistakes everywhere you go. You know Salesforce like the back of your hand, and the front. You have experience working as part of a team in both an in-office and virtual environment and looking to make the next step in your career. If this sounds like you, look no further. Come join our team at Instech!
Instech is a manufacturer in the global pre-clinical research market and looking for a Lead Customer Service Representative to be a key member of our customer service and sales team. You will report directly to the Marketing Director, be a part of a six-person Customer Service team, and work closely with our sales team. Our collective task is to deliver on our promise of being a friendly team knowledgeable about our applications and products who delivers great customer service to our customers. Key responsibilities include:
Provide Direct Customer Support
Respond directly to customers who need assistance and process their orders. You will live within the Salesforce platform and answer phone calls or emails from customers to provide quick resolution of issues and questions.
Coordinate Customer Service Team
Working closely with and reporting to the Director of Marketing, you will be the lead of our global Customer Service team by coordinating schedules and responsibilities to be sure we are always appropriately staffed. You will also be prepared to field team members' questions and provide advice as appropriate. At the outset you will not have any direct reports, but there is opportunity for growth.
Create, Define, Document and Support Processes and Procedures
Throughout the course of the next year we will be defining and implementing new processes and procedures with a focus on creating measurable key performance indicators. You will play an important role in mapping out the future success of this department!
Requirements and Expectations:
Compensation will be competitive and will depend on your experience level. Instech has a rich set of benefits including health insurance, dental insurance, 401(k), profit sharing and more.
About the Company
Founded in 1971, Instech is the leader in the design and manufacturing of infusion systems for pre-clinical research. The company manufactures its products in Plymouth Meeting PA and sells them to researchers in pharmaceutical companies and academic and government laboratories in North America, Europe and India via a direct salesforce and elsewhere in the world through a network of distributors. Instech is a privately-held company with approximately 40 employees. You won’t find any stuffy dress codes here, but you will find an incredible professional team working on a business they are passionate about. Join us!
Job Type: Full-time
Schedule: Monday to Friday, 9AM - 5PM Eastern Time (remote during pandemic)