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Posted: Tuesday, March 14, 2017 12:47 PM

Job Description:/h3:
Customer Service Manager
Position Location: Norwood, MA
Base 60K:70K
Bachelors preferred

Advanced Instruments, Inc. is a leading supplier of specialized instrumentation for clinical, pharmaceutical,
biotechnology, microbiology and dairy laboratories around the world. Founded in 1955, and headquartered in
Norwood, Massachusetts, the company has developed a number of innovative technologies for laboratory use.
We are currently looking for a dynamic Customer Service Manager to join our team.
Manage the Customer Service activities including order administration and expediting, sales support, customer inquiry
and fulfillment, customer satisfaction monitoring, and visitor reception. Focus on providing the highest level of service to
* Customer Focus : Is dedicated to meeting the expectations and requirements of internal and external customers;
gets first:hand customer information and uses it for improvements in products and services; acts with customers
in mind; establishes and maintains effective relationships with customers and gains their trust and respect.
* Building Effective Teams : Blends people into teams when needed; creates strong morale and spirit in his/her
team; shares wins and successes; fosters open dialogue; lets people finish and be responsible for their work;
defines success in terms of the whole team; creates a feeling of belonging in the team.
* Act as a central point of contact for all customer services issues.
* Oversee the telephone:based, customer service activities including customer contact, order entry, order
processing, expediting, and sales support.
* Assume responsibility for successful completion of work, and quality of work within the department.
* Manage team of 3:4 direct reports including customer service staff and reception.
* Analyze various processes in department; identify, recommend and implement changes to improve the quality and
efficiency of service.
* Interface with other functional areas.
* Provide meaningful and organized feedback and reporting to the company regarding customer needs and issues.
* Listening : Practices attentive and active listening; has the patience to hear people out; can accurately restate the
opinions of others even when he/she disagrees.
* Informing : Provides the information people need to know to do their jobs and to feel good about being a member
of the team, unit, and/or the organization; provides individuals information so that they can make accurate
decisions; is timely with information.
* Reporting to the Vice President of Sales and Marketing.
* Must have excellent customer service skills and be very detail oriented.
* Excellent communication skills including phone, follow:up, conflict resolution and interpersonal
* Experience in an industrial sales environment.
* Excellent written and verbal communication skills.


• Location: Boston, norwood

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