Customer Support Specialist

We Improve Lives—that’s what drives us. It’s what makes us better, more innovative, more compelled to work harder. What we do is develop superior point-of-care rapid testing solutions for healthcare providers around the world; what we help create is healthier lives and communities.
Chembio Diagnostic Systems, Inc. is seeking a motivated Customer Support Specialist to join our fast paced Sales and Marketing Department.

Position Summary:

The Customer Support Specialist, reporting to the Sr. Director of Client Services, provides world class customer support to customers worldwide with regards to order fulfillment and service needs.

Duties & Responsibilities include but are not limited to:
  • Execute the entire sales process for direct customers & distributors, from initial quote through order processing, scheduling, logistics, shipment and follow-up.
  • Communicate effectively and directly with customers/distributors regarding product availability, delivery and order status.
  • Respond to customer telephone and email inquiries, order placements and related issues in a timely and thorough manner.
  • Record material discussions in company CRM system (SalesForce) to keep sales and other colleagues aware of communications with each account.
  • Use Visual ERP system for order input, product availability and shipment fulfillment adhering to company quality and accounting policies.
  • Calculate freight specifications, obtain shipping quotations (UPS, FedEx, aircargo) and execute order.
  • Act as the liaison between the customer and the internal staff, working closely with the Sales team and Sr. Director of Client Services to assure orders are efficiently processed and customer delivery expectations are met.
  • Perform the processes related to the sales, marketing and complaint handling procedures
  • Demonstrate understanding of “FAQs” and product specifications.
  • Report customer information, referrals and complaint details.
  • Assist in the development, implementation and data trending of customer service surveys.
  • Keep Sales & Marketing personnel/Regional Sales Managers apprised of significant customer communications, as needed.
  • Support the Sr. Director of Client Services with projects designed to provide responsive, professional and efficient customer service.
  • Develops and cultivates favorable relationships with existing and potential customers.Other duties as assigned.
Qualifications:
  • Associate or Bachelor Degree in Business, Marketing or a related field
  • 1 – 2 years progressive customer service/administrative experience required; preferably experience in supporting the sales process for a medical device company.
  • Experience in executing timely sales and service order processing and documentation completion a plus.
  • Strong computer skills required to organize customer data, pricing, proposals and other key information, including MS Office applications.
  • Experience with SalesForce.com preferred
  • Able to multi-task throughout the day on both phones and email.
  • Customer centric orientation and excellent communication skills (written and oral).
  • Must be independent, self-motivated and success-driven, yet willing to work within a team environment.
COMPANY PROFILE

Chembio Diagnostic Systems, Inc. is a public company serving the increasing global demand for rapid tests needed for the effective prevention and treatment of infectious diseases and other conditions.
Located minutes off the Long Island Expressway in Medford, NY, Chembio operates a research and manufacturing facility that is registered with the US FDA.

For immediate consideration, please send a resume and salary requirements to snorcott@chembio.com Chembio is an Equal Opportunity Employer.

For more information about Chembio Diagnostic Systems Inc., please visit our website at www.chembio.com