Customer Service Representative

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 timely and accurate data entry and input of customer orders into our Enterprise Resource Planning (ERP) system.

Job Title: Customer Service Rep I
Location: San Diego, CA
Duration: 6 Months

Duties:
Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Customer Care team is 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 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.

Nothing in this job description restricts management s right to assign or reassign duties and responsibilities of this job at any time.

Skills:
Minimum Qualifications Education and Experience

" 2-3 years of applicable Customer Service experience
" 2-3 years of experience entering high volume of data or orders (150-200 daily)
" 2 years of experience with Enterprise Resources Planning (ERP) systems
" 2 years of experience with Customer Relationship Management (CRM) systems
" Strong computer skills, minimum intermediate proficiency with MS Office programs

" Ability to work in a dynamic, fast-paced environment
" Independent self-started who strives to meet and exceed goals
" Strong attention to detail accuracy is essential
" Proven excellent verbal/written communication
" 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 Resources Planning (ERP) systems
" Proficient knowledge of Customer Relationship (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

Duties:
Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.