Customer Service Representative

Job Description

Job Description

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.

This is a fully in-person position with typical office hours (8 : 30-5) M-F.

Hourly starting rate of $19-22 with total rewards package totaling up to $42,000 - $55,000 annually.

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 :

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.