Customer Service Rep II

Provide ongoing data entry support to the Customer Care Department as needed and assist Associate Customer Service Representatives with addressing customer expectations. Provide exceptional service to inbound customers over the phone and via email to place new orders and provide availability and delivery information.

Pay: $24 hourly
Duration: 4 months, possibility of extension

Job Description:
Duties

• Looking for a motivated, innovative, and energetic individual to join our team. With a mindset of always being open to improvement, we are looking for someone to perform these job duties and who looks at how we can improve them.
• 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 as needed 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 the system.
• Consistently meet or exceed productivity and quality expectations to support legendary service Clients and surpass customer satisfaction; identify and solve any potential roadblocks that could affect those goals.
• Confidently navigate multiple system applications to deliver legendary service throughout the order life cycle.
• Run reports generating order entry snapshots to keep the team informed on daily progress and trends versus goals.
• Be an agent of change listen to ideas, share thoughts, and work together to implement process improvements.
• Escalate customer issues to management.
• Provide ongoing data entry support to the Customer Care Department as needed and assist Associate Customer Service Representatives with addressing customer expectations.
• Identify discrepancies or potential obstacles that could impact on-time delivery and effectively communicate with customers for 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, shipment status, orders, and invoices.
• Maintain a professional level of privacy regarding confidential customer information.
• Actively participate in daily department meetings, own metrics, and provide thoughtful insight and solutions to challenges.
• Become eligible to serve as a Qualified Trainer for the team.
• Perform other projects or responsibilities as required.

Skills
Minimum Qualifications Education and Experience

• 2 3 years of applicable Customer Service experience.
• 2 3 years of experience entering a high volume of data or orders (150 200 daily).
• 2 years of experience with Enterprise Resource Planning (ERP) systems.
• 2 years of experience with Customer Relationship Management (CRM) systems.
• Strong computer skills with at least intermediate proficiency in MS Office programs.
• Ability to work in a dynamic, fast-paced environment.
• Independent self-starter who strives to meet and exceed goals.
• Strong attention to detail; accuracy is essential.
• Excellent verbal and written communication skills.
• Proven track record of de-escalating customer issues with sympathy and empathy.

Education
Preferred Qualifications Education and Experience

• Bachelor's Degree or equivalent combination of education and experience.
• Proficient knowledge of Enterprise Resource Planning (ERP) systems.
• Proficient knowledge of Customer Relationship Management (CRM) systems.
• Proficient experience with EDI order processing.
• Experience with multiple order source platforms.
• A desire to enact change and strive for innovation.
• Proficiency with 10-key.