Customer Service Representative

Customer Service Representative

Location: Brooklyn Park, MN (Hybrid 3 days in-office 2 days remote) Hours: 8:30am - 5:00pm CST Comp: $26-28/hour

Join our dynamic and evolving customer service team! We are in an exciting period of growth and transformation, enhancing our processes to better serve our customers. As a Customer Service Representative, you'll play a key role in ensuring accurate and timely order entry, root cause problem analysis/resolution, and customer impact management. If you're looking for an opportunity to contribute your ideas, grow with a team that values continuous improvement, and make a real impact on the customer experience, we'd love to hear from you!

Responsibilities

Order & Quote Entry: Accurately enter sales orders and chemical/reagent quotes to support successful order fulfillment and invoicing. Communicate with the Sales Team and customers to gather necessary information and update customer records as needed.

Customer Support: Respond to phone, email, and web inquiries from customers, sales teams, and internal departments in a timely and professional manner. Use critical thinking and decision-making skills to resolve time-sensitive issues, including lost account closures, order follow-ups, and return processing. Provide training or guidance to the Sales Team when necessary.

Returns, Credits, and Credit Rebills: Process returns, credits, and credit rebills accurately, including investigation and obtaining necessary approvals.

Key Performance Indicators (KPIs): Meet all established KPIs related to individual and team performance. Provide input for new or updated KPIs to enhance department efficiency.

Other Duties as Assigned: Perform additional responsibilities as needed to support the team and department.

Qualifications

Education/Experience: Associates Degree and a minimum 2 years of professional Customer Service Experience, or 4 years Customer Service related experience.

Knowledge, Skills and Abilities: Strong problem-solving skills Strong communication and interpersonal skills. Ability to multi-task and work in a fast-paced environment. Strong organizational skills. Strong computer skills including exposure to Microsoft Office ERP software experience is a plus Excellent order entry experience and attention to detail Experience with returns and return processes

Equal Opportunity Employer, including Veterans and Individuals with Disabilities EEO/AA/F/M/Vet/Disabled