Careers >> Customer Service Representative

Our Company

Filamatic, a division of National Instrument, LLC is a 70-year-old leading manufacturer of packaging machinery for pharmaceutical, cosmetic, biotech, and chemical specialty industries located in Baltimore, Maryland. Our success is attributed to exceeding our customers’ expectations by providing products and services which offer a superior value proposition, striving to create a great working environment for our employees and driving continuous process improvement initiatives.

Core Values

The culture at Filamatic is built on our shared core values – ethical, team-oriented, continuous improvement, trust, golden rule standard (we treat others as we want to be treated ourselves), excellence (we strive for excellence individually and expect the same from our colleagues and support our employees to improve their skills and talents), customer centric and a healthy and safe work environment.   If you are interested in making an impact with a growing company and want to share ideas and help build a world class organization this is the company to join.

Why Work for Filamatic

• Highly engaged workforce committed to solving customer problems.
• A company that values their employees.
• A company that promotes a culture of support, open communication, and teamwork.
• Experienced handling and metering most liquids used in the diagnostic, biotech, and cosmetic industries
• A respected and well recognized name for manufacturing durable machinery that is made in the U.S.A.
• Leadership that is committed to the development of the employees.
• Leadership that is passionate about continuous improvement and growth.
• Employees that possess expert knowledge in their fields.
• A company that believes strongly in supporting the community through local charities.

Benefits

• Health, Dental, Vision, Life Insurance, and 401K
• 10 paid holidays per year
• Tuition reimbursement
• Work life balance
• Coaching and mentorship
• Health Savings Account
• Employee Assistance Program
• Recognition program
• Career development training
• Employee referral bonus

Position Summary

Works under general instruction to provide excellent customer service to current and potential customers and act as a liaison between customers, sales reps and Filamatic personnel for customer related issues to increase the company’s credibility, growth, and profits.

Essential Functions 

• • Process spare part quotes by obtaining price and lead time from the computer system (BAAN), verify and update the price and then provide quote to the customer to secure an order, provide quality customer service and avoid lost revenue or credibility. Follow-up on open spare parts quotes.  Process received spare part orders by entering parts ordered based on customer supplied part numbers, quotes or recommended spare parts list to ensure the correct orders are received, entered and shipped on time.
  • Process incoming emails from customers, coworkers and sales reps providing an appropriate response to each.
  • Process small machine orders and special project orders by entering the ID Part # referenced in the proposal and releasing the order to the internal team for review to ensure customer’s delivery requirements are met in a timely manner.
  • Identify part numbers by searching the machine files, order history, schematics and other resources available to ensure customer is provided with the correct part number and incorrect orders are avoided.
  • Use expertise to create and maintain strong, healthy client relationships. Convince them of all benefits of doing business with Company.  Create an open and accessible communication route for information flow.  Serve as mediator between customer and clients in cases of disputes which may arise in the course of business transactions to ensure interests of both parties are protected.
  • Process large and intermediate machine orders by entering the specs and terms of the proposal into BAAN and Filemaker. Work with the project manager to ensure installation milestones are processed on time to avoid installment invoice errors or payment delays.
  • Process service contracts and trips by entering contract and trip orders and following the order through the final state of invoicing to ensure billings are completed each month and no revenue is lost.
  • Open customer accounts in operating system by issuing an account number, entering the company’s billing and shipment information, running a DNB report to establish payment terms and validate tax status. Maintain customer accounts, when required. Update contact information in CRM.
  • Process returns, repair and warranty orders by issuing a Return Authorization (RA). Process RA once product is received from customer.  Set up evaluation and once complete credit the customer account for the return or ship the repaired product back to the customer.
  • Maintain knowledge of Company products and customer service processes.
  • Full time (8:00 a.m. – 4:30 p.m.)
  • Other duties as assigned.

Education and Experience 

• High school graduate. Bachelor’s degree or equivalent a plus but not required.
• Minimum five (5) years’ specialized experience including customer service.

Required Knowledge, Skills, and Abilities

• Good interpersonal skills.
• Professional verbal and written communication skills.
• Good conflict resolution skills.
• Basic knowledge of filling equipment.
• Ability to read and understand technical manuals.
• Proficient in MS Office Suite.
• Ability to deal effectively with difficult customers and work with a team.
• Ability to multi-task & prioritize, coordinate orders with production/purchasing.
• Detail oriented and organized.

Travel Requirements

• No Travel

Physical Requirements

• Job requires being stationary and communicating.
• Job requires operation of a phone, computer, copier and misc office supplies.

Environmental Conditions

• Moderate noise levels

National Instrument dba Filamatic is an equal opportunity employer. National Instrument dba Filamatic does not discriminate in employment with regard to actual or perceived race, color, creed, religion, national origin, citizenship status, ancestry, age, sex or gender (including pregnancy, childbirth, related medical conditions and lactation), gender identity or expression (including transgender status), sexual orientation, marital status, military service or veteran status, disability, protected medical condition as defined by applicable state or local law, genetic information or any other characteristic protected by applicable federal, state or local laws and ordinances.

FILAMATIC
4119 Fordleigh Road
Baltimore, MD 21215-2292
Attn: hr@filamatic.com
Fax: 410-951-2017

For more information, please visit www.filamatic.com.

Please see our careers page for more FILAMATIC job opportunities.

EOE/M/F/D/V