Technical Customer Service Representative

  • Full-time

Company Description

Are you looking for a new and exciting opportunity to use your skills in a successful and growing company? If you have a desire to work in an energetic, collaborative environment and you are looking for long term growth then check out this opportunity at Bausch + Stroebel Machine Company, Inc.!

Bausch + Stroebel’s Policy and Goals: to provide the best technical and economical answers to the challenges presented by the world market.

With this clearly defined company goal in mind, we design, build and sell packaging and production systems for the pharmaceutical, cosmetic and allied industries. From modest beginnings more than 50 years ago - with only 4 people – Bausch + Stroebel has developed into an international enterprise. It is now one of the leading manufacturers in pharmaceutical packaging.

Serving a global market

In step with the increasing globalization of the pharmaceutical industry resulting, among other things, from the mergers of major manufacturers, Bausch + Stroebel puts great emphasis on the international market.

The development of a market-oriented, worldwide group of companies has brought Bausch + Stroebel increased market presence, proximity to its customers and faster communication between customers and staff. Representatives and agents serving our local market areas are active on every continent on our behalf.

Job Description

The Customer Service Representative will provide exceptional customer service to our North American clients (US, Canada and Puerto Rico). The Customer Support Specialist will work in a fast-paced, casual work environment, coordinating with team members to process customer quotes, purchase orders, shipping paperwork, supply orders and provide technical product support.

The ideal candidate should project a polished, professional demeanor and have strong multi-tasking and time management skills. Product training is provided. This role will gain a solid understanding of the customer's technical requirements and communicate appropriate solutions. 

 Responsibilities

·         Provide first level (tier one) technical support·         

·         Day to day functions involve incoming and outgoing calls (customer inquiries and technical support), data entry and email correspondence

·         Prepare quotes in response to customer inquiries, process customer orders,  issue vendor purchase orders, prepare shipping documents, and working with systems and documents with some German language

·         Identify part number if unknown by customer - involves research in archived technical manuals (paper and electronic)

·         Provide strong customer service and positively resolve all customer issues

·         Daily interactions with the Bausch + Stroebel Service Department in Germany

·         Support customer-centric philosophy in all written and verbal communications both internally and externally

·         Resolve issues diplomatically in a logical, non-emotional manner using effective problem solving skills

·         Prepare and analyze reports and documentation

·         Coordinate service visits including all travel arrangements

·         Contribute to continuous improvement activities as required

·         Perform any other tasks, as required

Qualifications

·         General or common knowledge of technical, mechanical, assemblies

·         Understanding of mechanical design and technical drawings

·         Experienced with MS Office products

·         Easily grasp manufacturing and business processes 

·         Project management skills

·         Confident verbal and written communication skills across different levels of business professionals 

·         Have the ability to work with documents that include very small print

·         Experience with Microsoft Great Plains ERP software a plus

Competencies:                                              

·         Self-starter with a positive attitude and able to work independently or in a team environment

·         Strong interpersonal skills with an ability to build rapport and customer trust 

·         Ability to understand basic technical context

·         Energized by communicating with others

·         Collect and research data

·         Strong attention to detail, organized

·         Identify and resolve problems and develop alternative solutions

·         Demonstrate persistence and overcome obstacles

·         Focused with a strong sense of urgency and ability to be highly responsive

·         Demonstrate accuracy and thoroughness

·         Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals.

Education and/or experience:                                            

High School Graduate or GED with at least 3 years of experience in technical customer service.

Additional Information

Hours: M-F, 8:00 am - 12:00 pm and 12:30 pm - 4:30 pm – Non-Exempt position, overtime is expected, must be willing and able to work overtime regularly

Benefits: We offer medical and dental plans (company pays 80% of the premium for employee and eligible dependents); company-paid short term and long term disability plans, company-paid life insurance and AD&D plan; voluntary vision plan; voluntary life and dependent life plans; a 401k retirement plan with a 4% company match, company paid holidays and generous vacation, sick and personal time off plans.

Location: This position is located in North Branford, CT. 

If you meet the qualifications and feel this position is a good match to your skills and interests please send your resume and a cover letter including your hourly requirement. 

Bausch + Stroebel’s US Headquarters is located in North Branford, CT 

https://us.bausch-stroebel.com/en

Bausch + Stroebel is an Equal Opportunity Employer