Customer Service Representative

4 weeks ago

Denver, United States Bio-Techne Full time

By joining Bio-Techne, youll join a company with a powerful and positive purpose of enabling cutting-edge research in Life Sciences and Clinical Diagnostics. Bio-Techne, and all of its brands, provides tools for researchers to further treat and prevent disease worldwide. By joining Bio-Techne, youll join a company with a powerful and positive purpose of enabling cutting-edge research in Life Sciences and Clinical Diagnostics. Bio-Techne, and all of its brands, provides tools for researchers to further treat and prevent disease worldwide. Salary Range: $19-$23/hour, plus annual bonus, plus Bio-Techne benefits, which includes health, dental, vision, life, and disability insurance; paid time off; 401k matching; parental leave; employee stock purchase plan (ESPP); and tuition reimbursement Applications are accepted on an ongoing basis until a qualified applicant pool is obtained. Position is onsite full time in Centennial, CO. Position Summary: The primary responsibilities of this position are to process customer orders, received via phone, email, electronic and fax, utilizing Microsoft Dynamics AX. Communicate and coordinate order related activities with customers, lab, shipping, and Sales Reps to insure orders are processed and shipped quickly and accurately. Provide product and pricing information to customers in relation to their order. Follow up on customer order related complaints, questions, and product returns to ensure customer satisfaction. The responsibilities of this position are to answer sales and customer calls for availability and order status, communicate and coordinate activities with customers, lab, shipping, and Sales Reps to get orders processed and shipped out. Provide product and pricing information to customers. Responsible for handling more complex questions and problems from customers and escalating to a Senior Customer Care Specialist as needed. Follow up on customer complaints, questions, and product returns to ensure customer satisfaction. Proactive monitoring of key customer or product orders to ensure smooth fulfillment. Key Responsibilities: Primary point-of-contact to customer post-sale for non-technical problems and questions related to their order. Ensure customers needs and expectations regarding their order are met. Follow through with requests to completion or escalate to Customer Care Specialist when appropriate. Contribute to the maintenance of lasting relationships with customers through knowledgeable communication and proactive resolution of questions or issues. In part this is accomplished through partnership with our technical support team. Manage all aspects of order cycle as necessary to ensure customer satisfaction. Effectively manage work situations of moderate degree of complexity, which could impact company image and/or sales dollars and costs. Provide non-technical product and pricing information to customers through phone, email or Live Chat Connect callers to appropriate departments as needed. Create and document service complaints for escalation/follow up as needed. Complete RMAs and Cases in as needed. Determine and document root cause of service complaints. Follows company policies and practices as outlined in Handbook. Performs additional duties as assigned. Job Qualifications Education and Experience: A High School diploma is required with at least 3 years of relevant customer and/or sales facing experience in a fast-paced environment. Good communication skills, both verbally and written, and a pleasant phone presence required. Must have the ability to problem solve and possess organizational and multi-tasking skills. Ability to independently prioritize and re-prioritize based on urgency and complexity of issues. Working knowledge of Microsoft Outlook, Word and Excel as well as computer entry and/or typing skills are required. Knowledge, Skills and Abilities: Skills in assisting customers and sales in problem solving related to customer service issues, including the ability to identify and appropriately evaluate a course of action. Improve service through continually meeting and interacting with our customers and other internal departments to maintain your knowledge of products, programs, customers needs, new products, product availability and the production plans. Skills taking and providing accurate, detailed product information. Ability to act independently on routine assignments or projects. Ability to plan, organize and multi-task to complete assignments in an efficient manner. Ability to communicate professionally, both oral and written. Ability to pay attention to details and perform at a high level of accuracy. Ability to work independently and with a team. Ability to resolve interpersonal challenges that arise in a changing environment or in a multi-person team situation. Ability to work hours that conform to the departments needs. Knowledge of Microsoft Outlook, Word and Excel. Knowledge of Microsoft Dynamics AX or other order-entry systems. Knowledge of Salesforce. Why Join Bio-Techne: We offer competitive salaries along with extensive medical, vision, and dental plans for you and your family starting on day one We invest in our employees financial futures through 401k matching and an employee stock purchase plan. We help our employees develop their careers through mentorship, promotional opportunities, training and development, internship programs, and more. We offer employee resource groups, volunteer paid time off, employee events, and charity drives to build a culture of caring and belonging. We foster a culture of empowerment and innovation, where employees feel valued and encouraged to bring their new ideas to the table. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran. Bio-Techne is an E-Verify Employer in the United States. Bio-Techne empowers researchers in Life Science and Clinical Diagnostics by providing high-quality reagents, instruments, custom manufacturing, and testing services. Our family of brands creates a unique portfolio of products and services. Science is our passion; it drives us to collaborate, develop, and manufacture award-winning tools that help researchers achieve reproducible and consistent results.

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