Customer Service Representative

Company

Description:

Yamato Scientific America Inc. (YSA) provides a comprehensive range of general laboratory equipment to the U.S. market, including ovens, incubators, rotary evaporators, analyzers, environmental chambers, and custom industrial products. As part of the globally recognized Yamato Scientific brand, YSA has a long history of pioneering laboratory innovation and setting standards for precision and reliability. The company relocated its headquarters to San Jose, California, placing it at the center of a major innovation hub and closer to a diverse customer base.

From this location, YSA supports customers across food, chemical, technology, automotive, energy, pharmaceutical, governmental, and academic sectors. YSA is expanding into life sciences, offering solutions that support biotechnology, pharmaceuticals, diagnostics, and healthcare innovation.

The Customer Service Representative is a full-time, on-site role based in San Jose, CA. This position handles incoming customer inquiries by phone, email, and online channels, providing timely, accurate information about products, orders, and service requests. Day-to-day responsibilities include processing orders and returns, coordinating with sales, logistics, and technical support teams, and updating customer records in CRM or related systems. The role involves resolving issues, tracking service cases, and following up to ensure customer satisfaction and a positive customer experience.

The representative also supports administrative tasks such as preparing quotations, documenting interactions, and contributing to continuous improvement of customer service processes.

• Strong customer-facing skills in Customer Service and Customer Support, with the ability to handle inquiries and resolve issues professionally.
• Experience focusing on Customer Satisfaction and Customer Experience, ensuring positive interactions and effective follow-up.
• Background working as a Customer Service Representative or in similar client-facing roles in technical or product-based environments.
• Clear, professional communication skills (spoken and written), including active listening and concise documentation.
• Ability to use CRM systems, order management tools, and standard office software (e.g., "Microsoft Office or equivalent").
• Strong organizational and time-management abilities, with attention to detail and accuracy in data entry and record-keeping.
• Comfort working on-site in a fast-paced environment, collaborating with cross-functional teams.
• High school diploma or equivalent required; an associate or bachelor’s degree in business, communications, or a related field is a plus.
• Prior experience in scientific, manufacturing, or technology-based companies is beneficial but not required.