Customer Service Rep II

Job Title : Customer Service Rep II

Location : San Diego, CA

pay rate : $24.85 / hr

Job description :

• Responsible for the timely and accurate data entry and input of customer orders into our Enterprise Resource Planning (ERP) system.
• Enter and accurately process a high volume of daily orders (150 - 200 daily).
• Initiate customer contact via phone and or email communication on an as needed basis to verify order information.
• Provide exceptional service to inbound customers over the phone and via email to place new orders and provide availability and delivery information.
• Responsible for the electronic processing and exception handling of electronic orders in system.
• Consistently meet or exceed productivity and quality expectations to support legendary service targets and surpass customer satisfaction; Identify and solve any potential roadblocks that could affect those goals.
• Confidently navigate multiple system applications to deliver legendary service in every interaction throughout the order life cycle.
• Run reports generating order entry snapshots to keep team informed on daily progress and trending versus goals.
• Be an agent of change listen to ideas, share thoughts, and work together to implement process improvements.
• Escalates customer issues to management.
• Provides ongoing data entry support to the Customer Care Department on an as needed basis. Assist Associate Customer Service Representatives with addressing customer expectations.
• Identify any discrepancies or potential obstacles that could impact on-time delivery to effectively communicate with the customer for a timely resolution.
• Be the subject matter expert on the intricacies and fulfillment criteria of multiple ordering platforms.
• Be familiar with the specific customer needs for various public and private research institutions.
• Properly route or address non-technical customer inquiries regarding delivery information of current and previous shipments, the status of their orders, and invoices.
• Maintain a professional level of privacy regarding confidential customer information.
• Actively participate in our daily department meetings, owning metrics and providing thoughtful insight and solutions to challenges.
• Become eligible to serve as a Qualified Trainer for the team.
• Other projects or responsibilities as may be required.

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