Senior Customer Service Representative

Holliston, MN, USA                ·                Full time

Senior Customer Service Representative

• Holliston, MA, USA
• 20.00-24.00 per hour Non exempt
• Hourly
• Full Time
• Medical, Dental, 401k, STD, LTD

About Harvard Bioscience Harvard Bioscience is a leading developer, manufacturer and seller of technologies, products and services that enable fundamental research, discovery, and pre-clinical testing for drug development. Our customers range from renowned academic institutions and government laboratories, to the world’s leading pharmaceutical, biotechnology and contract research organizations. With operations in North America, Europe, and China, we sell through a combination of direct and distribution channels to customers around the world. 2.

A career with Harvard Bioscience is an experience where our employees are energized and aligned to our purpose – Solutions to advance life science. With an experienced leadership team with a track record of delivering growth and accelerated business improvements, HBIO sees an opportunity to drive significant organic growth by leveraging and expanding its deep customer relationships, new product development and an empowered, efficient sales force.

HBIO is seeking a highly motivated and detail-oriented individual to join our team as a Senior Customer Service Rep. working in the Customer Service group. As a Senior Customer Service Rep, you will play a vital role in the sales process by reviewing and finalizing sales and service orders, ensuring accuracy, and facilitating seamless deals booking. You will support multiple teams including Sales, Finance, Legal, and Operations ensuring smooth deal progression and timely deal closure. Deal Desk is not currently a full time job; the remaining time would be in supporting Order Entry as part of the Customer Service group.

Essential Job Functions

Reports to: Senior Manager, Client Services. Interacts frequently with the VP, Global Client Services and VP, Sales Operations.

Customer Service: support management of orders including but not limited to new product, spares, customer returns for credit. Helps manage customer service ticket queues within customer service team.

Pricing and Discount Approval:

• Weekly review of High Value Quotations
• Helps support Sales in RFQ / tenders
• Helps triage supplier information / quality questionnaires received from customers
• Reviews sales purchase order terms and conditions and provides redlines/feedback with corporate policies
• Understands and can provide help around HBIO Approval Matrix. Provides the organization guidance on responsibilities, limits of authority and escalation path

Skills and abilities required

• Hybrid work with office located in either Holliston, MA or St. Paul, MN
• Requires Excel skills, including knowledge of pivot tables, v-look ups
• A bonus is fluency in business intelligence tool (e.g. PowerBI or Tableau).
• Exceptional verbal and written communication skills.
• Ability to multi-task and pay attention to detail.
• Ability to calculate figures and amounts such as discounts, interest, commissions, proportions, percentages.
• Experience with ERP or CRM systems; Salesforce or another CRM a plus
• English mandatory; any other language skills a plus

AN EQUAL EMPLOYMENT OPPORTUNITY EMPLOYER/VETERAN/DISABILITY

FLSA Non-Exempt

ADA Disclaimer

In developing this job description care was taken to include all competencies needed to successfully perform in this position. However, for Americans with Disabilities Act (ADA) purposes, the essential functions of the job may or may not have been described for purposes of ADA reasonable accommodation. All reasonable accommodation requests will be reviewed and evaluated on a case-by-case basis.

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