Customer Service Representative

MKS Instruments
Irvine, CA
United States

The individual holding this position will answer, qualify and route all incoming calls to the Customer Service Department. The individual must have a basic understanding of the products sold by Newport and the brands covered by each of the Newport sites in the US. The individual must have a solid understanding of the Avaya telephone system and Newport's Call Center Queues in order to ensure proper routing of calls. He/she should project a professional and courteous nature on the phone, while handling a high call volume.

Maintains direct contact with customers before the sale. Supports sales team by developing and maintaining positive customer relations (CRM) with clients/customers, which can substantially effect service and/or product revenue(s). Works with various departments to meet maintenance services sales goals. Works with customers and/or distributors to receive accurate account of equipment failures and provides reports to management. Focus of work is in pre-sale.


Knowledge: A seasoned, experienced professional with a full understanding of area of specialization; resolves a wide range of issues in imaginative as well as practical ways. This job is the fully qualified, career-oriented, journey-level position.
Job Complexity: Works on problems of diverse scope where analysis of data requires evaluation of identifiable factors. Demonstrates good judgment in selecting methods and techniques for obtaining solutions. Networks with senior internal and external personnel in own area of expertise.
Supervision: Normally receives little instruction on day-to-day work, general instructions on new assignments.
Experience & Education: Requires a minimum of 5 years of related experience.