Customer Support Dispatch Scheduler

1 week ago

Melbourne, Victoria, Australia American Nano Society Full time

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 according to Service Level Agreement (SLA) requirements and customer needs.
  • Efficiently coordinate onsite visits between Customer Support Engineer (CSE) & customers, Support Regional Service Managers in responding to customer escalations.
  • Be an active participant on the Contact Center Team; handle telephone inquiries in a timely and courteous manner and direct callers to the appropriate destination.
  • Maintain account and contact information; communicate with employees and team members.
  • Occasionally close cases and approve work orders.
  • Enhance customer support in the Americas through proactive daily activities with the team, customers, base, and partners.
  • Escalate support within the installed base to partners and contact center specialists for the product line.
  • Contribute to system and performance improvements through cross-functional teams and communicate customer issues, concerns, or ideas to the appropriate groups within MP.
Qualifications
  • Must possess excellent communication and systematic problem-solving skills.
  • Ability to work independently as well as 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.
  • Experience in ISO or other similar procedural environments.
  • Salesforce and SAP experience.
When You Join

Your career will take off with the 'New Hire Training'. We continue to stimulate our employees 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 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 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 recruitment-usa@malvern.com

EOE


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