Customer Service Representative
1 month ago
About the Company
As a life science company and a leading supplier to global research markets, we offer a comprehensive product portfolio along with outstanding hands-on customer service to ensure every laboratory has the tools and support they need. Our markets include pharmaceutical and biotechnology businesses, research institutions, hospitals, reference labs, and more.
Be part of making a difference
At Genesee, we believe we can help improve our communities and transform the world through science. Our shared desire to make a difference is what drives and inspires us. We are a fast-growing, dynamic team that listens to each other and embraces collaboration. We foster an open, friendly work environment and show up for one another every day.
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Role: Customer Service Representative - Hybrid
Reports to: Supervisor, Customer Service
FLSA: Non-Exempt
Location: Morrisville, North Carolina
Why this role is important at Genesee Scientific?
Customers are at the center of everything we do. Customer Experience Representatives are responsible for working through multiple service channels to consistently provide the highest level of customer satisfaction. This role is a key member of the Customer Experience team, responding to all our scientific customers around the world.
What will you do:
- Maintains and attracts potential customers by handling customer communication (emails, calls, click-to-chat) relating to service status or challenges, concerns, issues within the network.
- Handles inbound sales and customer communication (calls, emails, click to chat) in the processing, expediting, and troubleshooting of customer orders.
- Owns the customer request and experience from initiation to conclusion.
- Actively listen and identify customer needs and concerns to effectively provide top tier service.
- Assists customers in buying decisions, consistently recognizing, and offering cross-sell/upsell opportunities.
- Processes, via computer, all customer requests. Utilizes multiple and often complex systems, programs, and monitors in order to research information.
- Researches and resolves customer issues, expedites back orders, handles requests for returns and other special requests. Resolve product or service problems by clarifying the customer's complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following up to ensure resolution.
- Processes and updates customer orders/quotes and/or changes orders/quotes in a timely and accurate manner meeting departmental productivity metrics.
- Proactively interacts with outside sales force to ensure regular communication on pricing and other customer concerns. Provides high-level, quality service, closely aligned with sales, to enable sales growth.
- Follows up with Sales Department, suppliers, and customers on any outstanding issues.
- Looks for opportunities to provide solutions.
- Makes recommendations on areas for process improvement.
- Make decisions based on policies and past precedence, seeking guidance, as necessary.
- Performs other duties as assigned.
- High School diploma or equivalent required.
- Requires a minimum of 0-2+ years related work experience (i.e., customer services, telephone experience).
- Proficient with Microsoft Office Suite applications including Word, Excel, PowerPoint, Outlook, and Teams.
- Able to work in multiple systems concurrently, often using multiple monitors.
- Must possess strong interpersonal skills, positive demeanor, and have the professional mannerisms to hold oneself in any customer situation.
- Resourceful with excellent critical thinking skills; must be detail oriented, self-motivated able to multitask.
- Ability to understand the sales process and purchasing cycle and aptitude to learn and comprehend scientific vocabulary/terminology.
- Results orientated, strong work ethic and an ability to excel within a rapidly changing and growing organization.
- Excellent communication skills, both written and verbal, to clearly and concisely communicate to all levels of the organization.
- Thrives in a fast-paced, collaborative environment. Works efficiently within deadlines.
At Genesee Scientific, you can have a good job that can grow into a great career. We offer:
- Training and career development, with onboarding programs for new employees
- Financial security through competitive compensation and 401(k) retirement savings
- Health care and well-being programs including medical, dental, vision and an employee assistance program (EAP).
- Paid time off, sick time and 12 Paid Holidays and a floating holiday
Genesee Scientific is proud to be an Equal Employment Opportunity employer. We do not discriminate in hiring on the basis of sex, gender identity, sexual orientation, race, color, religious creed, national origin, physical or mental disability, protected Veteran status, or any other characteristic protected by federal, state/province, or local law.
The above statements are intended to describe the general nature and level of the work being performed by people assigned to this job. They are not an exhaustive list of all of the duties and responsibilities associated with it.
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