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Customer Service in Boyds,Maryland
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Customer Order Representative

Meso Scale Diagnostics Rockville Full-Time
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POSITION SUMMARY:

Provide professional, courteous, customer-centric service to the MSD customer base requiring customized products and services. This position directly interacts with various customers and interfaces with multiple internal departments utilizing scientific knowledge to facilitate the processing of quotes, orders and customer requests to allow for timely shipping of MSD products worldwide.

DUTIES AND RESPONSIBILITIES:

             Customer Relations

o             Respond to customer inquiries and satisfaction issues with solutions in a timely fashion

             Forward concerns to the appropriate parties

             Document outcomes and resolutions appropriately

o             Coordinate and communicate order status updates throughout the order process cycle

             Ensure product delivery in accordance with customer requirements

o             Communicate product information, pricing and ordering information to prospective customers

             Augment customer education on MSD products and their uses

             Order and Quote Processing

o             Process customer quotes and orders

             Accurately enter customer contact and product information into company’s ERP and CRM systems 

             Calculate and quote pricing and discounts from pricing guidelines and tables

             Perform data entry and database clean up and audit projects as directed

             Perform purchasing and configuration management functions for incoming raw materials for customized products

             Coordinate and track receipt of customer raw materials

             Interdepartmental Communication

o             Communicate order requests, tracking updates and shipping information to sales representatives and other internal departments as needed

o             Collaborate with other departments to facilitate order fulfillment and invoicing

             A demonstrated level of consistency in performance and aptitude for managing additional responsibility and accountability are required for next level consideration

             Specific duties may vary depending upon departmental requirements

EXPERIENCE AND QUALIFICATIONS:

             Bachelor’s degree in life sciences or related field required

             Minimum of 1 year hands on laboratory experience (molecular biology, clinical, or biochemistry) preferably with immunoassays

             Minimum 2 year of experience supporting  sophisticated and diverse customers

             Experience with other business and ERP systems a plus

o             Experience with JD Edwards software is highly preferred

             Proficiency with standard office equipment (phone, fax, computer literate, etc.)

             Experience in a call center environment is a plus

             Ability to speak a second language, in addition to English, is a plus

KNOWLEDGE, SKILLS AND ABILITIES:

             Complete understanding and demonstrated proficiency of key Customer Service functions:

o             Order entry and management

o             Quote preparation

o             Customer phone and grammatically correct email communications

o             Overall understanding of the sales process from conception to completion

o             Ability to discuss product, pricing and order information with the customer

             Demonstrated proficiency and complete utilization of CRM and inventory management ERP systems 

o             Subject matter and process flow expert

             Understanding  the scientific principles of immunoassays and the ability to communicate these principles with the customer

             Logical problem solving and demonstrated ability to organize and move project tasks forward in an orderly and structured fashion

o             Ability to identify and effectively address customer concerns with a sense of urgency and with customer service orientation

             Excellent oral, written communication and interpersonal skills

o             Demonstrate professional etiquette and courtesy and ability to build strong relationships

o             Track record of successfully handling escalated customer interactions

o             Effectively communicate issues/problems and results that impact timelines, accuracy and status of customer order data

o             Perform intermediate mathematic and scientific calculations correctly

             Proficiency in MS Office required

             A wide degree of creativity and latitude is expected including the ability to multi-task and work productively in a demanding customer service environment with changing priorities

PHYSICAL DEMANDS:

This position requires the ability to communicate and exchange information, utilize equipment necessary to perform the job, and move about the office.

WORK ENVIRONMENT:

Standard office environment

Skills required

Customer Service
Operate Cash Register
Identify Customer Need
Resolve Customer Issue
Retention Management
Help Customer

Location

Salary Estimator

Based on Job Title, Location and Skills
$51K
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Career Path

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Customer Order Representative
Estimated Salary: $64K
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