Customer Support Specialist

Metrohm USA, the North American division of Metrohm AG (Herisau, Switzerland), is a global leader in high-precision laboratory instruments and chemical analysis solutions. We're currently hiring a Customer Support Specialist to join our team in Houston, TX.

This is a hybrid position with approximately 3 days per week in the office, offering the opportunity to play a key role in delivering an exceptional B2B customer experience - not a call center environment.

What You'll Do

You'll be the frontline support for internal and external customers, handling inquiries via phone, email, and chat. In this role, you'll:

• Process customer orders, quotes, shipping requests, returns, and escalations.
• Work closely with Sales, Warehouse, Purchasing, and Product teams to support order accuracy and timely delivery.
• Monitor open orders and proactively update stakeholders.
• Assist customers with account setup and product/service inquiries.
• Ensure high levels of satisfaction and productivity in a fast-paced, team-oriented environment.

What You Bring

• High school diploma or GED required; Associate's degree preferred.
• Minimum 2 years of B2B customer support experience (not retail or call center).
• Strong communication skills (verbal and written).
• Detail-oriented and tech-savvy - with Microsoft Excel proficiency.
• Experience with Zendesk or a ticketing system preferred.
• Experience with Microsoft Dynamics or other CRM/ERP systems is a plus.
• A customer-first mindset and the ability to manage multiple priorities.

You're a Great Fit If You:

• Thrive in a fast-paced, back-office environment
• Bring a proactive approach to problem-solving and follow-through
• Are comfortable collaborating across departments
• Can occasionally work overtime or adjust hours when needed
• Are eager to learn and grow within a mission-driven company

Additional Requirements

• Must pass background check, education/employment verification, and 10-panel drug screening (includes marijuana)

Location / Office Details

This role is based out of our Houston-area office. Please note that Metrohm USA's office will be relocating in Q1 2026 from our current location at 1455 E. Sam Houston Parkway South, Suite 170, Pasadena, TX 77503 to our new office at 11034 Bay Commerce Dr, Houston, TX 77034.

What We Offer

We don't just build instruments - we build careers. Metrohm USA offers a comprehensive and flexible benefits package:

• Medical, dental, and vision insurance
• Company-paid life and disability insurance
• 401(k) with company match
• Tuition reimbursement
• Generous paid time off (vacation, sick, holidays, personal days)
• A collaborative, supportive culture that values your success

Diversity & Inclusion

Metrohm USA is proud to be an Equal Opportunity Employer. We are committed to fostering a diverse and inclusive workplace and welcome applicants from all backgrounds - including veterans and individuals with disabilities.

Ready to Make an Impact?

If you're passionate about delivering top-tier customer service and want to grow with a global leader in scientific innovation, we'd love to hear from you.

Apply today at: www.metrohm.com
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