Customer Service Representative II

Hygiena provides rapid microbiology diagnostic tests and solutions for mission-critical, time-sensitive processes around the world. Hygiena's proprietary diagnostic technologies enable customers to; prevent illness and save lives, comply with regulations, protect products and brands, run businesses more effectively. Solutions are sold in a wide range of industries globally, but the core focus is food safety. Headquartered in Camarillo, California and with offices around the world, we are actively looking for talented individuals to help grow the business!

At Hygiena we believe:

• In providing the highest quality products & service
• Being a leader in innovation
• Having a compelling desire to improve and win in the marketplace
• In contributing positively, not only in the workplace, but in our community and environment

• Provides high level of customer service by inputting and ensuring correct processing of instrument repairs, returns, calibrations, and outsourced work orders submitted via various input methods.
• Manages Outsourced Vendors and Instrument Manufacturers through instrument repair process, reports and follows up to make sure SLA's are met.
• Communication to customers on a regular basis to ensure proper processing of all repairs and calibrations. Tracks progress through the CRM system and ensures notification and communication where required.
• Assists with coordination of Shipping, Accounting, and Quality Control where needed.
• Manages customer questions for detailed inquiries such as supplier forms and service information.
• Supports process improvement and automation efforts across geographies in a collaborative way with quality, production, and customer service.
• Ensures compliance with and/or follows all organizational systems, programs, training, policies, and procedures as required and complies with relevant legal mandates. Seeks guidance as necessary.
• Actively supports and participates in the safety program, both for self-protection and the protection of other employees, by reading and abiding by all requirements in the Safety Manual and Injury Illness Prevention Program (IIPP).
• Carries out all responsibilities in an honest, ethical and professional manner.
• Must be able to fulfill essential job function in a consistent state of alertness and safe manner.
• Handles various other duties as delegated by the Customer Service Manager.

• Bachelor's Degree or equivalent education and work experience required
• Minimum of 4-6 years of related service department experience required
• Bilingual strongly preferred

• Strong knowledge of regional import/export requirements for international shipping
• Strong knowledge of Microsoft Office Suite is required
• Experience with customer database software, i.e. MS Navision and MS CRM required

• Excellent verbal and written communication
• Ability to handle high call volume
• Excellent attendance and punctuality
• Must be able to use discretion and independent judgement
• Must be able to work in a team environment
• Must be able to pay close attention to details
• Must be able to adapt and flex to a changing environment
• Must be able to lift/carry 20 pounds

• 15 days of PTO & 9 paid company holidays

• Medical with HSA employer contribution, Dental, Vision available 1st of the month after start date
• Company paid Life Insurance, Short* and Long-Term Disability and an Employee Assistance Program
• 401(k) with Safe Harbor and Profit-Sharing employer contributions
• Tuition Reimbursement program
• Charitable Contribution matching
• Employee Referral bonus opportunities