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Customer Experience Specialist - USA

Operations
Ref: 595 Date Posted: Tuesday 22 Jun 2021
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Do you love going the extra mile for customers to provide exceptional service?

Do you have an exceptional work ethic, enjoy working with others in a fast-paced environment and have a willingness to learn?

Are you able to work cross functionally across departments in order to be an advocate for our customers?

Are you an excellent communicator with the ability to multi-task and remain calm under pressure?

 

If you’ve answered yes to the above questions, then we’d love to hear from you!

We’re very excited to grow our Customer Experience team by recruiting a Customer Experience Specialist based in our Billerica MA office. Ultimately, this role is about working within a global team to improve customer experience and loyalty with the goal of increased repeat business and recurring sales revenues.

You will be involved in duties such as:

  • Supporting and communicating efficiently with other internal departments as required to ensure seamless customer experience and drive process improvements
  • Handling inbound customer calls, while ensuring that each customer enquiry is handled by the appropriate department and providing an exceptional service to the customer
  • Ensuring customer records are updated using CRM and Zendesk support portal and in line with best practice
  • Customer check-in calls following any warranty complaints or service contract customer complaints to ensure maximum satisfaction
  • Providing support to internal teams for all inbound customer issues, complaints or escalations; ensuring record of resolution in line with company policies and guidelines
  • Recording and following up on customer complaints ensuring adequate records of root cause and corrective action
  • Reviewing and follow up on any feedback received from customers via Zendesk customer satisfaction, NPS and service surveys

Ideally, you will be a recent Business or Marketing graduate, but what’s more important is that you have a natural passion for customer excellence. You’ll be a confident ‘people person’ who can effectively communicate with people at all levels, professionally engage with customers in an compelling manner and demonstrate a familiarity with technology, ultimately to drive the business forward. This is genuinely a unique and exciting opportunity to be part of an evolving team as part of our growing North American business.

Who are we?

PEAK INC. is the rapidly expanding North American arm of Peak Scientific, with its main US office located in Billerica, Massachusetts. You will be joining a North American team of around 70 staff, including dedicated sales and field service engineer teams covering the whole of mainland US and key territories in Canada.

Peak Scientific is a global leader in developing innovative gas generation solutions for analytical laboratories in a wide variety of industries including life sciences, biomedical, pharma, petrochemical and environmental. After over 20 years of sustained growth, Peak is well established as a dominant player in laboratory gas generation - a market which is estimated to be worth over £250m globally, and still growing. This success is a result of a continual focus on manufacturing cutting-edge products and in directly supporting customers across the world with industry-leading service and maintenance. With over 20 overseas offices across every continent and over 600 staff globally Peak is one of Scotland’s manufacturing success stories of the past decade. This is a rare opportunity to be a part of that, as we move into the next phase of growth, consolidation and global expansion with plans to establish new manufacturing and distribution capacity, both in the UK and internationally.

Peak Scientific is an equal opportunity employer and values diversity at our company. We give consideration for employment without regard to race, color, religion, sex, age, national origin, disability, sexual orientation, gender identity, genetic information, protected veteran status, or any other protected classification.

The company is offering a competitive package and opportunities to develop within an expanding international company. We respect our colleagues, customers and suppliers and we offer freedom to act, to challenge the status quo but to also take responsibility. If you have what it takes to be part of Peak, click APPLY!

 

 

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