Job Details

Customer Support Specialist (Edgewood, MD)

North America, USA, Maryland, Edgewood
Job Reference
Schedule Type
Full Time
Job Function
After Sales Service & Repair
About Us

Smiths is always looking for curious minds. For new colleagues who want responsibility and relish a challenge. Those who would like to use their talents to help make the world safer, healthier, more efficient and more connected.

We're proud that we've been helping propel the human world forwards during our 160 year history of innovation. By looking at things differently. By adapting and never standing still. And by always thinking big.

Today we're an aligned global business of five divisions and around 22,000 colleagues,that touches the lives of millions every year across five vibrant global markets.

Smiths Detection is a global authority on the application, management and manufacture of world-class detection and screening technology. We deliver the solutions you need to protect society from the threat and illegal passage of explosives, prohibited weapons, contraband, toxic chemicals and narcotics.

Known for our best-in-class expertise, equipment and support, customers rely on Smiths Detection to help them make the world a more secure place. With over 40 years’ experience, our mission is to use technology to develop innovative solutions and services which uphold the free flow of trade and make the world a safer place.

Smiths Detection, Inc. participates in the Electronic Employment Verification Program.
Smiths Detection is an EEO/AA Employer/Vet/Disabled.

So whether you're an experienced professional or just starting out on your career, our global scale and focus on growth means great career opportunities for the right colleagues. There's never been a better time to join Smiths. And help us create the future.

Job Description

The Customer Support Specialists for aftermarket service will champion the customer support help line and will manage customer relations by providing business and order processing expertise. This person assumes responsibility as the first human interface with the customer for incoming calls to Smiths Detection Service. The specialist will also be responsible for various functions as it relates to field service and processing of field service reports, reconciling inventory, processing of consumable orders. As such, a high degree of patience, professionalism, organizational knowledge and people skills are necessary.

Provides courteous, accurate and timely responses to requests for information. Identifies issues, concerns and/or complaints from customers and either personally manages the issue or redirects the customer to the appropriate internal support group. Opens all service events within the Service Management System (SMS), responding to order processing inquiries, offering a knowledge base resolution or directing the caller to the appropriate technical or administrative team. Must be able to handle stressful situations and possesses excellent customer relations skills.

Duties & Responsibilities

 Accurately opens and documents service events within the SMS
 Investigates, analyzes and rectifies customer concerns or elevates problems to management attention when necessary
 Create quotes as required for consumable orders and billable spare parts
 Receive and process orders from customers via telephone, website and e-mail and processes accordingly
 Clarify P/N's based upon customer description as required
 Confirm in-stock counts, verify whether parts are in stock, and if not, quote an expected lead time
 Track all backorders and ensure that they are filled in a timely fashion.
 Provide all requested proof of delivery for billing/accounting purposes
 Pre-approve all returned merchandise; provide Return Material Authorization (RMA), explain policies and paperwork to customer
 Receive and resolve inquires and complaints by customers concerning incorrect billings or shipment problems
 Processes Field Service Reports and reconcile parts inventory
 Create non-product requisitions and purchase orders in order process vendor invoices
 Maintain liaison with Supply Chain, Tech Support, Sales, Trade Compliance, Credit & Finance and other related departments.
 Processes intercompany transfer orders
 Utilizes specialized system reports and follows-up with customers to ensure satisfaction
 Notifies supervisor of repetitive problematic issues where a possible pattern may exist or anticipated inventory shortages are expected
 Create, interpret and disseminate reports as requested
 Comply with and ensure department compliance with Company health, safety and environmental policies.
 Comply with all applicable U.S. export control and security regulations.
 Required to successfully obtain and maintain government clearance
 Other duties as assigned to assure the success of the Call Center


Majority of job functions will be performed within an office environment with heavy customer interaction.

The Individual

Education/Training: Associates Degree or equivalent training preferred. High School Degree and 2 years of related experience is required.

Experience: Prior hands-on order processing, data entry experience and a minimum of 2 years of experience in a customer service/support environment.

Knowledge/Skills: Individuals should possess good communications skills and have a strong orientation for customer focus and teamwork. Must be responsive to all customer issues at all times. Must display an ability to handle multiple projects or tasks at the same time while still meeting service level agreements. Ability to perform data entry tasks and utilize various functions within the SMS. Proficiency with Microsoft Office software specifically Word and Excel. Must be fluent in English. Experience with SAP and/or bilingual capabilities are highly desirable.

Supervises: NA


 Possess excellent organizational, communication, interpersonal skills with the ability to multi-task several projects at once.
 Excellent customer service skills and the ability to handle stressful situations.
 Self-motivated, reliable, and accountable individual
 Possess outstanding telephone and computer skills
 Must be willing to accept and be adaptable to changing shifts and job requirements based upon the needs of the business and demonstrate flexibility.

Salary & Benefits

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