Customer Service Representative

Description

Position Summary:

The Customer Service Representative will act as a liaison, provide product/services information, process customer orders, and resolve any emerging problems that our customers might face with accuracy and efficiency. 

Essential Functions:

• Confer with customers to provide information about products and services, to take or enter orders/quotes, create accounts and items, or to obtain details of complaints.
• Keep records of customer interactions and transactions, recording details of inquiries, complaints, and comments, as well as actions taken.
• Check to ensure that appropriate changes were made to resolve customers' problems.
• Field incoming phone calls and direct to appropriate internal staff.
• Promptly respond to customer questions submitted via email or our website.
• Determine charges for customer orders and arrange for billing credit cards when appropriate.
• Refer unresolved customer grievances to designated departments for further investigation.
• Recommend improvements in products, packaging, shipping, service, or billing methods and procedures to prevent future problems.
• Enter customer orders into Prophet 21 system with precise accuracy, checking all locations for stock and substitutes, and selecting shipping method that is the best option.
• Understand and identify a return request.
• Partner with the Sales team to exceed our customer’s expectations.
• Recognize, document, and alert the supervisor of problem trends in quality control.
• Provide customers with backorder information immediately upon order placement as well as after 1 week of a backorder and provide additional follow-up when required.
• Process credit checks for potential new customers. Management must approve the issuance of a terms account number.
• Invoice dropship purchase orders.
• Perform other duties as assigned.

Requirements

Computer Skills: Must be proficient in Microsoft Office, know how to use the internet for research, as well as easily adapt to new systems.

Position Qualifications:

• Accuracy - Ability to perform work accurately and thoroughly.
• Active Listening - Ability to actively attend to, convey, and understand the comments and questions of others.
• Analytical Skills - Ability to use thinking and reasoning to solve a problem.
• Communication, Oral - Ability to communicate effectively with others using the spoken word.
• Communication, Written - Ability to communicate in writing clearly and concisely.
• Conflict Resolution - Ability to deal with others in an antagonistic situation.
• Customer Oriented - Ability to take care of the customers’ needs while following company procedures.
• Detail Oriented - Ability to pay attention to the minute details of a project or task.
• Energetic - Ability to work at a sustained pace and produce quality work.
• Friendly - Ability to exhibit a cheerful demeanor toward others.
• Initiative - Ability to make decisions or take actions to solve a problem or reach a goal.
• Interpersonal - Ability to get along well with a variety of personalities and individuals.
• Organized - Possessing the trait of being organized or following a systematic method of performing a task.
• Relationship Building - Ability to effectively build relationships with customers and co-workers.
• Time Management - Ability to utilize the available time to organize and complete work within given deadlines.
• Working Under Pressure - Ability to complete assigned tasks under stressful situations.

Education & Experience:

Education: High school diploma or equivalent. Bachelor's degree in a science field is preferred

Experience: One to three years of experience working in a laboratory is preferred. One to three years of experience in customer service is preferred.