Customer Service Representative

Job Title

Pay Rate: $24.85 per hour

Location: San Diego, CA

Summary

Responsible for accurately processing high-volume customer orders, providing exceptional customer support, and managing the order lifecycle through ERP systems. Ensures timely order fulfillment, resolves customer inquiries, maintains data accuracy, and collaborates with internal teams to meet productivity, quality, and customer satisfaction goals.

Responsibilities

• 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 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 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 the 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 as needed.
• 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.

Requirements

• 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 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-starter 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.

Preferred Skills

• 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.