Service/Sales Support Assistant IV

Service/Sales Support Assistant

TA Instruments is seeking a Service/Sales Support Assistant for the Service Department responsible for shared services such as triaging the Service Helpline mailbox, directing inquiries to the right group/department, entering Service Stock orders as needed, issuing Return Authorizations and Miscellaneous Shipping Orders.

Position will also work with Inside Service Sales group to process incoming Purchase Orders, clear any discrepancies with quote/PO, ensure accurate data mining and prepare analytics reports as needed.

Responsibilities

• Coverage of the Service Hotline. Assist and direct inquiries as needed to the correct area of Department. Inquiries can be for Contracts, Technical Support, Return Numbers, Repair Statuses, Quotes, etc.
• Provide Return Authorization numbers (RA#) to customers and Service Reps for repairs and return of defective equipment/spares.
• Share the process of Purchase Order verification for Contracts and On-Demand services. Clear any discrepancies with Users/Buyers, as needed. Verify Customer information, Terms and Tax Exemption status.
• Work with Inside Service Sales group to assist with special tasks as needed. May include preparation of analytical reports with Excel.
• Prepare Miscellaneous Shipping Orders (MSO) and International Commercial Invoices for shipment of Customer repairs and miscellaneous items to the field.
• Maintain SAP Instrument Database by processing Field and Internal reported changes.
• Perform Specialized Administrative duties within area of assignment, such as periodic Field/Revenue reports, quarterly installation backlog reports for SAB104 and Service inventory reconciliation.
• Perform Service inventory transactions as needed
• Enter Stock Transport Orders (STO) for inventory transfers to Service personnel, when needed.

Qualifications

• Knowledge normally acquired through completion of an Associate's degree from college or technical school; or equivalent combination of education and experience.
• SAP and/or Salesforce experience, highly desirable.
• Customer Service - Responds promptly to customer needs; Superior phone/email follow-up etiquette.
• Quality - Demonstrates accuracy and thoroughness; Extremely conscious about attention to detail.
• Teamwork - Contributes to building a positive team spirit; Supports everyone's efforts to succeed.
• Professionalism - Reacts well under pressure and high-volume workload situations. Treats others with respect and consideration regardless of their status or position.
• Quantity - Completes work in timely manner; Strives to increase productivity.
• Required to work month ends, to process financial services.
• Very Strong knowledge of Microsoft Suite of Products, primarily Excel.

Company Description

Waters Corporation (NYSE:WAT) is a global leader in life sciences and diagnostics, dedicated to accelerating the benefits of pioneering science through analytical technologies, informatics, and service. With a focus on regulated, high-volume testing environments, our innovative portfolio harnesses deep scientific expertise across chemistry, physics, and biology. We collaborate with customers around the world to advance the release of effective, high-quality medicines, ensure the safety of food and water, and drive better patient outcomes by detecting diseases earlier, managing routine infections, and combating antibiotic resistance. Through a shared culture of relentless innovation, our passionate team of ~16,000 colleagues turn scientific challenges into breakthroughs that improve lives worldwide.

Diversity and inclusion are fundamental to our core values at Waters Corporation. It benefits our employees, our products, our customers and our community. Waters complies with all applicable federal, state, and local laws. Qualified applicants are considered without regard to sex, race, color, ancestry, national origin, citizenship status, religion, age, marital status (including civil unions), military service, veteran status, pregnancy (including childbirth and related medical conditions), genetic information, sexual orientation, gender identity, legally recognized disability, domestic violence victim status, or any other characteristic protected by law. Waters is proud to be an equal opportunity workplace and is an affirmative action employer. All hiring decisions are based solely on qualifications, merit, and business needs at the time.

Key Words

#TIA #Customerservice