Customer Support Specialist

About the Role:

Milestone is an international company that specializes in innovative sample preparation solutions used in laboratories worldwide. With over 25 years of success, Milestone is built on a sustainable organic growth strategy that offers integrated solutions. These solutions enable our clients to achieve faster, safer, easier and more cost-effective processes for their operations. With over 50 patents and 25,000 systems globally, Milestone is a market leader committed to providing the scientific and industrial communities with the highest quality instrumentation.

The Client Success Specialist serves as the primary point of contact for customer inquiries and support activities. This role is responsible for managing inbound customer communications, coordinating follow‑up actions across internal teams, and ensuring a consistently positive customer experience. Success in this position requires strong communication skills, organization, responsiveness, and a commitment to customer service. While laboratory or scientific experience is helpful, the ideal candidate is a motivated professional with the aptitude to learn, a collaborative mindset, and a desire to help customers succeed.

• Manage and respond to customer needs with timely, accurate, and high‑quality support.
• Own the day‑to‑day customer service and referral workflow, ensuring consistent follow‑through and resolution.
• Convert inbound customer activity into actionable next steps, including coordination with Service, Sales, Product, and Operations teams.
• Serve as the primary point of contact for inbound customer inquiries received through phone calls, email, and other communication channels.

• Track customer requests and ensure timely communication throughout the resolution process.
• Maintain accurate customer records and activity within Salesforce and other business systems.
• Escalate customer issues appropriately while maintaining ownership of communication and follow‑up.
• Partner with internal teams to ensure customer needs are addressed efficiently and professionally.

• Deliver a positive and professional customer experience at every interaction.
• Help customers navigate available milesCARE services, resources, and support programs.
• Identify opportunities to improve customer communication, responsiveness, and overall satisfaction.
• Gather customer feedback and share insights that support continuous improvement.
• Work cross‑functionally with Marketing, Product, and Service to ensure cohesive messaging, shared goals, and an excellent customer experience.
• Continuously assess and refine internal processes to improve efficiency, performance, and customer satisfaction.
• Stay current on industry trends, competitive offerings, and emerging customer needs through ongoing development.

• Customer‑focused mindset with a demonstrated ability to build positive relationships.
• 1–3 years of professional work experience.
• Proficiency with Microsoft Office applications and ability to learn new technology platforms.
• Strong problem‑solving abilities and attention to detail.
• Ability to manage multiple priorities in a fast‑paced environment.
• Team‑oriented attitude with a willingness to learn and grow.
• Strong verbal and written communication skills.
• Excellent organizational and follow‑up skills.

• Experience in customer service, client support, inside sales support, account coordination, or other customer‑facing roles.
• Experience with Salesforce or CRM systems.
• Exposure to laboratory, scientific, technical, or manufacturing environments.
• Bachelor's degree preferred.

• We will cover 70% of your medical premium and 60% of any spouse/dependents
• We will provide STD, LTD, and Basic Life Insurance coverage at no cost to you
• You can contribute to the 401k after 90 days of service
• We will contribute 3% of your salary after 1 year of service
• We will support ongoing training and development of your skills