Customer Service Representative

Job Summary The Customer Service Representative responds to customer’s inquiries or complaints regarding the organization’s products or services.
Makes periodic calls to existing customers to determine satisfaction with the organization, products, and services.
Determines best method to resolve problems to ensure customer satisfaction and adherence to the organization’s policies.
Responsible for order entry accuracy, which includes entering the correct product, pricing, and correct method of shipment, and adequate lead time to ensure on-time delivery to the customer.
This role will also work closely with internal departments to ensure that all customer orders are processed efficiently and accurately.
Must be knowledgeable of the organization’s policies, procedures, practices, and products.
Essential Job Functions Performs data entry to enter and process customer job orders, sales invoices, new customer set-up and other relevant data.
Coordinates and communicates with customers and other departments to effectively process job orders and ensure delivery.
Updates and maintains order status in ERP system.
Actively monitors inventory and open orders for customer’s reorder needs.
Provides timely resolution of customer concerns, inquiries and responds effectively; to function as a liaison between the company and customers.
Prepares and compiles statistical reports for customers and management.
Assist in preparation of inventory, cost analysis, and reconciliations.
Assist in processing accounts receivable and perform other basic accounting tasks.
Prepares professional correspondence and memoranda, emails, and faxes, using individual initiative and as assigned.
Answers and screens telephone calls professionally and timely; takes accurate messages with a high degree of professionalism and courtesy.
Demonstrates a high level of professionalism in dealing with confidential and sensitive issues.
Performs other related duties and assists with special projects as assigned by management.
Existing account management.
Process purchase orders and pricing requests.
Provide customers with product and delivery information.
Work closely with manufacturing personnel to meet customers’ requirements.
Provide accurate information regarding the availability of in-stock items.
Recommend alternative products based on cost, availability, or specifications.
Educate customers about terminology, features, and benefits of products to improve product-related sales and customer satisfaction.
Performs general clerical duties including but not limited to filing, photocopying/scanning, faxing, and mailing; proactively establishes and maintains a highly organized filing system.
Assist in preparing customer sample requests and packets.
Works closely with the Business Development team to complete sample requests follow-ups to prospective customers and/or leads Other tasks as assigned.
Qualifications Education: Assoc 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.
Demonstrate a high level of energy and enthusiasm, fostering positive interactions with both customers and fellow team members.
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: 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.
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.
MATHEMATICAL SKILLS: Basic math skills.
Ability to apply concepts such as fractions, percentages, ratios, and proportions to practical situations.
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.
OTHER SKILLS AND ABILITIES: Strong multitasking abilities, adept at prioritzing tasks effectively to ensure thorough completion of all assignments.
Physical/Mental Requirements 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 12/2023