Overview
From forensics to nanotechnology, our analytical systems and solutions help the world's top researchers do ground-breaking work on the small things that make big things possible. We're after enquiring minds, imaginative thinkers, and proud geeks. Those who are irresistibly drawn to hard problems others can't crack. Those who are always thinking 'what if...'. Does this sound like you? Then read on....
Customer Support Dispatcher, Remote US
This is a high interaction position providing the primary point of contact and coordination between Malvern Panalytical and its customers. Act as customer liaison for MP as a team member of the primary contact point for internal and external customer.
Responsibilities
Dispatch & Schedule work orders as according to Service Level Agreement (SLA) requirements and customers need
Efficiently Coordinate onsite visits between Customer Support Engineer (CSE) & customers
Support Regional Service Managers in efficiently responding to customer escalations
Actively participate on the Contact Center Team; handle telephone inquiries in a timely and courteous manner and direct callers to destination
Maintain account and contact information
Communicate with employees and team
Close cases and approve work orders
Enhance customer support in the Americas through proactive daily activities with the team, customers, and partners
Escalate support within the installed base to partners and contact center specialists for the product line
Contribute to improvement in systems and performance through cross-functional teams and communicate customer issues, concerns, or ideas to the appropriate group(s) within MP
What you need to be successful in this role
Must possess excellent communication and systematic problem-solving skills
Ability to work independently as well as being a participatory team player
Experience with computers is required
Data entry and customer call skills
Attention to details and multi-tasking
Great To Have
Minimum two years administrative and/or dispatch experience in a team environment
Work in ISO or another similar procedural environment preferred
Salesforce and SAP experience preferred
When You Join
Your career will take off with the 'New Hire Training'. We continue to stimulate our employees in improving their skills, knowledge and performance by in-house, on-the-job training, and external trainings. We value entrepreneurship and commitment by offering real career possibilities.
You become part of a growing company where you can shape the future of our work processes.
Benefits
Excellent work life balance,Competitive benefits. Malvern Panalytical is at an exciting stage in its growth and as such can offer the right candidate the ability to develop their knowledge and skills as well as good opportunities for progression.
Our benefits package includes a market-competitive salary, an employer matched 401(k), medical and dental coverage, and tuition reimbursement.
How to Apply
To apply, send your resume, cover letter and salary requirements via email to
EOE
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📌 Customer Support Dispatch Scheduler
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