Customer Service Representative at The Baker Company – Sanford, Maine

Join a company committed to protecting scientists and advancing research worldwide. For nearly 75 years, The Baker Company in Sanford, ME, has been at the forefront of developing innovative solutions for air containment, contamination control, and controlled environments.

As a Customer Service Representative, you will prepare and process quotes and sales orders for our biological safety cabinets while delivering responsive support to our customers. This role is essential in ensuring laboratories receive the information and equipment they need to operate safely and efficiently. If you enjoy detail-oriented work and making a meaningful impact, we encourage you to apply.

DUTIES AND RESPONSIBILITIES

• Fields incoming phone calls and online inquiries from end users, service technicians, and sales professionals in a courteous and helpful manner
• Supports a network of independent manufacturer’s sales representatives and / or sales partners
• Processes quotes and purchase orders
• Log call data/info into CRM or ERP
• Coordinate with engineering personnel to get the customer’s answers as required. Provide product, pricing and other relevant information as requested by Customers / Field Techs
• Issues warranty calls
• Ensures customer inquiries are resolved in a timely manner (e.g., warranty, non-warranty, troubleshooting service incidents)
• Solid understanding of the features and benefits of all products sold and serviced by the company
• In-depth knowledge of all warranties
• Ensures compliance with the company’s quality assurance program and customer satisfaction programs to ensure the equitable resolution of customer complaints
• Ensures associate compliance with company time and attendance policies, and adherence to productivity and service standards
• Communicates with others in the company (vertically and horizontally) to ensure compliance with service standards and company policies.
• Make every effort to focus on doing-it-right to make sure the customer is happy or satisfied with our units
• Provide value to our customers by using Lean tools and concepts to identify and eliminate waste in all forms (scrap/rework, transportation, motion, waiting, inventory, over production, over processing, and under-utilization of people). Uses systemic thinking by seeing processes from end to end and works to challenge the status quo to eliminate the root cause of problems. Is involved in individual and/or team activities that involve using Lean tools and concepts to improve the flow of information and material.
• Perform other relevant duties as assigned by the supervisor and/or manager

KEY PERFORMANCE METRICS

• Call logs (In- bound/out-bound)
• Data log
• Territory management
• Product knowledge
• Order accuracy and validity
• Completeness of orders

PHYSICAL REQUIREMENTS

• Able to sit for extended periods of time
• Able to work on a computer

MINIMUM REQUIREMENTS

Associates/bachelor’s degree in business (preferred)Experience in international orders / shipments a PLUSContracts administration/bids knowledge a plus.
• Excellent communication skills
Strong organizational skills
• High energy level
• Proficient in Microsoft applications
• Good analytical skills
• Ability to multi-task
Works under little to no supervision.
• Able to work under pressure and meet deadlines

Employment sponsorship and relocation are not offered.