Customer Service Support Specialist

Published: 6/14/2022

Job Description

Job Title: Service Support Specialist II
Location: Santa Clara, CA 95054
Duration: 6 Months
Pay Rate: $40/hour
Work Schedule: Monday–Friday, 8:00 AM–5:00 PM
Work Arrangement: 100% Onsite
Hours: 40 hours/week

Job Overview:

Our client is looking for a Service Support Specialist II to support its customer service operations. The candidate will handle incoming customer inquiries, service requests, complaints, and product return requests. This role involves documenting customer information, coordinating with internal departments, and ensuring customer requests are properly routed and followed up on to deliver an excellent customer experience.

Roles and Responsibilities:

· Monitor incoming customer inquiries and respond or route requests in a timely manner.

· Record customer details, product information, serial numbers, and service requests accurately in internal systems.

· Review customer inquiries and direct them to appropriate departments, including Service, Technical Support, Quality, Commercial, and Order Management.

· Gather information for customer complaints and route them through the established quality process.

· Coordinate Return Material Authorization (RMA) requests for repairs, calibration, evaluation, and product returns.

· Respond to general customer questions and service-status inquiries.

· Communicate next steps and follow up on pending customer requests.

· Identify urgent or critical customer issues and escalate them to the appropriate teams.

· Maintain accurate records and assist with reporting and process documentation.

Required Qualifications:

· Previous customer service experience.

· Strong verbal and written communication skills.

· Excellent organizational and multitasking abilities.

· Strong attention to detail and accurate documentation skills.

· Good problem-solving and decision-making abilities.

· Ability to manage multiple requests and work under deadlines.

· Knowledge of Microsoft Office applications.

Preferred Qualifications:

· Bachelor's degree preferred.

· 1–3 years of relevant experience.

· Experience in the Biotech or Pharmaceutical industry.

· Previous experience using Salesforce.

· Experience working with ERP systems.

· Experience handling customer complaints, service requests, or RMA processes.

Ideal Candidate Profile:

The ideal candidate will have previous customer service experience with excellent communication and organizational skills. They should be comfortable handling customer inquiries, maintaining accurate records, and coordinating with different departments. Experience with Salesforce, ERP systems, or the Biotech/Pharma industry will be an added advantage.

\nCompany Description

Della Infotech Inc is in the staffing business for 10 years. Over the years, we have placed hundreds of candidates to various temp and permanent positions with our 50+ happy clients all over US and Canada including Fortune 500 corporations.