Customer Service Representative

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:

• Minimum 2 years of applicable Customer Service experience.
• Minimum 2 years of experience entering a high volume of data or orders (150-200 daily).
• Minimum 2 years of experience with Enterprise Resources Planning (ERP) systems.
• Minimum 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.