Job Title:  Customer Service Representative

Amptek is a world leader in the design, development, manufacture, and sale of radiation detection components used in X-ray and gamma-ray detection. These are used primarily in X-ray spectroscopy, for analytical chemistry in laboratory and portable applications, and in nuclear and space research. We have manufacturing in Bedford, MA, USA and Espoo, Finland and a Customer team in Shanghai, China.

Amptek is seeking a highly self-motivated individual with strong problem solving skills to join our Sales team, administering Orders and Service (Repairs) in our ERP system, and managing a small territory for Customer Service.

Some of the key responsibilities of this position include:

• Support the Global Customer Service team administering Orders and Service in our ERP system (MS Business Central)
• Follow the established critical procedures within the Sales team:
  • PO contract review
  • Quoting procedure
  • Shipping procedure
• Work to meet customer service metrics targets
  • Time to respond to customer enquiries
  • Time to load and acknowledge customer POs
• Act as the focal point to ensure Service (Repairs) jobs are processed in a timely manner
  • Coordinate with Production to ensure Repairs are processed efficiently
  • Ensure repairs are quoted to customers when evaluation is complete
  • Coordinate with Sales and Customer Service to ensure customer approval is received for repairs
  • Ensure repairs are shipped back to customers once complete
• Work with allocated customers to support the business’s goals in the most efficient manner possible:
  • Ensure customer enquiries are responded to in a timely manner
  • Respond to quote requests
  • Process customer Purchase Orders
  • Work with production team to ensure customer delivery time is achieved
  • Send invoices / shipping paperwork to customers as needed
• Ensure all customer problems or complaints are resolved or escalated as appropriate in a timely manner.
• Act as a focal point for customers with internal Amptek departments (Engineering, Quality, Production etc).
• Refer technical issues to the correct department (Engineering / Quality / Production).
• This role will be based in the AMETEK office in Bengalaru, India.

The ideal candidate will have:

• Minimum of 3 years in Customer Service.
• Demonstrated experience in working with cross functional teams.
• The ability to troubleshoot problems raised by / caused by customers or colleagues.
• Be a good team player.
• Excellent levels of communication and interpersonal skills, both internally and with customers.
• Respond to common inquiries or complaints from customers
• Comfortable with spreadsheets, Price Lists and calculating figures and amounts such as discounts, inflation, percentages.