Customer Service Representative

3 weeks ago

Carlsbad, United States Active Motif Full time

Position Title: Customer Service Representative

Classification: Non-exempt

Reports To: Director of Marketing

Onsite Role

Who is Active Motif?

Active Motif is the industry leader in developing and delivering innovative tools to enable epigenetics and gene regulation research. We are committed to providing the highest quality products and superior service & support to serve the life science, clinical and pharmaceutical/drug discovery communities. Whether you are an expert in the field of epigenetics, or a researcher interested in integrating epigenetics research into your studies, Active Motif offers a comprehensive portfolio of epigenetics-related products and services and the support of our team of epigenetic experts to provide complete and innovative solutions to tackle your scientific inquiries.

What's the job all about?

  • Receive and process all incoming Product and Services orders into ERP system in a timely and accurate fashion
  • Receive customer communications (via phone, fax, website, etc.), and create Quotes for customers in SalesForce.com
  • Interact and communicate with Field Sales about customer-related opportunities and issues
  • Modify changes to existing sales orders within established guidelines and SOP's
  • Provide quality customer service, act as primary liaison to the customer for all orders, delivery and critical issues
  • Maintain communication and respond to inquiries from customers and sales team regarding orders and shipments
  • Communicate regularly Sales team and leadership informed on a real-time/daily basis of customer-related issues
  • Resolve difficult or stressful customer service issues
  • Expedite orders where possible to meet customer needs, maintaining company values of Commitment to the Customer
  • Communication and coordination of efforts are required across functional areas in order to achieve this objective
  • Anticipate problems and initiate actions to ensure customers' orders are processed and shipped efficiently
  • Participate in the process of invoice distributions, credit card orders and payments
  • Work effectively as a team contributor on all assignments, as well as independently, while understanding the necessity for communicating and collaborating work efforts with other team members
  • May be required to work overtime occasionally, as well as other duties that may be assigned
Qualifications:
  • High School Degree required, college coursework is a plus
  • Knowledge of Biology and/or Life sciences is a definite plus
  • 1+ years of Office or Customer-Service related experience
  • Proficient with MS Office Suite, including MS Teams, familiarity with ERP systems such as NAV
  • Multi-tasking and working effectively within a fast-paced environment
Competencies:
  • Ability to understand, handle and escalate customer problems/complaints in a timely manner
  • Maintain positive, friendly, out-going customer service attitude
  • High attention to detail and problem solving with the ability to escalate matters as needed
  • Strong communication skills in speaking with both internal as well as external customers
Success Factors:
  • Focus on Values: Commitment to Customers
  • Personable, efficient and a highly motivated professional with an internal drive to succeed
  • Time management: prioritize tasks to ensure that projects are completed by deadlines
  • Demonstrated ability to follow Standard Operating Procedures (SOP) and maintain detailed records
What Active Motif can offer?
  • Health Insurance: Medical, Dental, and Vision (offering no-cost employee premium plans; and 50% subsidized premiums for dependents)
  • Life Insurance, Short- and Long-term Disability Insurance Employer-Paid
  • 401(k) w/generous company match after ninety (90) days of employment
  • Paid Time Off (PTO): 120 hours on an annual incremental schedule
  • Ten (10) paid Major Holidays, and year-end paid Holiday time off
  • Free Electric Vehicle Charging Station
  • Collective Ambition Culture
  • Team Building Activities and Celebrations
  • Salary Range: $25 per hour


*The salary of the final candidate selected for this role will be set based on a variety of factors, including but not limited to, experience, education, specialization, skills, abilities, and training. The salary range represents Active Motif's good faith and reasonable estimate of the possible compensation at the time of the posting. Certain positions may be eligible for additional compensation such as commission, bonus, and stock options. All benefits are subject to eligibility requirements.

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