E-Customer Service Rep

Job Summary:

The Customer Service Representative (CSR) serves as a primary contact for customers, addressing inquiries, resolving complaints, and ensuring satisfaction with the organization's products and services. This role includes periodic outreach to existing customers to assess their satisfaction and foster strong relationships. The CSR is responsible for accurate order entry, including verifying product details, pricing, shipping methods, and lead times to ensure on-time delivery. Working closely with internal departments, the CSR ensures all orders are processed efficiently and accurately. A thorough understanding of the organization's policies, procedures, practices, and products is essential to effectively meet customer needs and uphold organizational standards

Essential Job Functions:

• Perform data entry to process customer purchase orders, sales invoices (as backup), new customer setups, and other relevant data with accuracy and efficiency.
• Update and maintain order statuses in the ERP system, ensuring data integrity and accessibility.
• Monitor and manage open orders
• Process purchase orders and pricing requests, ensuring alignment with customer specifications and organizational standards.
• Coordinate and communicate effectively with customers and internal departments to process job orders and ensure timely delivery.
• Provide accurate information about product availability, delivery timelines, and pricing details to customers.
• Recommend alternative products based on cost, availability, or specifications to meet customer requirements.
• Educate customers on product terminology, features, and benefits to enhance sales and satisfaction.
• Address and resolve customer concerns and inquiries promptly, functioning as a liaison between the company and customers.
• Make periodic calls to existing customers to assess satisfaction with products, services, and the organization.
• Manage existing customer accounts, ensuring their needs are met and fostering long-term relationships.
• Monitor and report on backlog orders, providing visibility into outstanding orders and ensuring timely resolution.
• Prepare professional correspondence, memoranda, emails, and faxes, utilizing individual initiative and adhering to organizational standards.
• Perform general clerical duties, including filing, photocopying/scanning, faxing, and mailing, while maintaining a highly organized filing system.
• Serve as a second-level backup in preparing customer sample requests and packets, ensuring accuracy and completeness.
• Serve as a second-level backup for answering and screening telephone calls, taking accurate messages with a high degree of professionalism and courtesy.
• Work closely with the Commercial Operations Administrator and other departments to meet customer requirements and ensure smooth operations.
• Provide backup support in preparing customer sample requests and product packets.
• Demonstrate a high level of professionalism in handling confidential and sensitive issues.
• Uphold organizational policies and procedures in all customer and internal interactions.
• Provide back-up assistance for team tasks, ensuring seamless operations during absences or high-demand periods.
• Assist leadership in ad-hoc tasks and special.

Education:

Associates Degree or technical certification/licensure, two to four years related experience or equivalent combination of education and experience.

Experience:

• 3+ years Customer Service or inside sales experience in technical or life science field preferred.
• Must have excellent customer service skills that include Active Listening, Dependability, Effective Communication, Empathy, Patience, Problem Solving, Responsiveness, and Technical Knowledge for addressing customer needs and ensuring they have a good experience.
• A self-starter approach but with the ability and desire to learn quickly and become a versatile team player
• Knowledge of ERP software (Sage ) preferred.
• Proficient with Microsoft Office required (Outlook, Excel, Word)
• Experience working in a manufacturing environment
• Proficient with Microsoft Office required, advance excel and pivot skills
• Working knowledge of data collection, data analysis, and evaluation.
• Able to manage priorities and workflow and with strong organizational skills.
• Possesses versatility, flexibility, and a willingness to work within changing priorities with enthusiasm.
• Acute attention to detail.
• Must be able to understand and follow written and verbal instructions.
• Good judgment with the ability to make timely and sound decisions

Other skills and abilities required include:

1. To perform this job successfully, the individual must perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and ability required. Reasonable accommodations could be made to enable individuals with disabilities to perform the essential functions.

2. LANGUAGE SKILLS: Ability to read, analyze and interpret general business periodicals, professional journals, technical procedures, or governmental regulations. Ability to write reports, and business correspondence. Ability to respond to common inquiries or complaints from customers. Ability to effectively present information and respond to questions as needed.

3. MATHEMATICAL SKILLS: Basic math skills. Ability to apply concepts such as fractions, percentages, ratios, and proportions to practical situations.

4. REASONING SKILLS: Ability to define problems, collect data, establish facts, and draw valid conclusions. Must interpret various technical instructions in mathematical or diagram form and deal with several abstract and concrete variables.

5. OTHER SKILLS AND ABILITIES: None.

Physical/Mental Requirements

This section must be completed to comply with the Americans with Disabilities Act.

Physical Demands: Sedentary Work - Lifting of 10 pounds maximum

While performing the duties of this job, the employee is frequently required to talk or hear. The employee regularly is required to stand; walk; and use hands to finger, handle or feel objects, tools, or controls. The employee is frequently required to sit and reach with hands and arms. While performing the duties of this job, the employee is regularly exposed to mild odors associated with the production process and will regularly work near moving mechanical parts. The employee is occasionally required to climb or balance.

The employee must occasionally lift and/or move up to 10 pounds, periodically lift and/or move up to 25 pounds and occasionally lift and/or move up to 50 pounds.

This job's specific vision abilities include close vision, distance vision, color vision, peripheral vision, depth perception, and the ability to adjust focus.

The noise level in the work environment is usually moderate.

The work environment characteristics described here represent those employee encounters while performing the essential functions of this job.

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

Travel: Less than 5% Travel