Customer Service Representative

5 months ago

Portland, United States Ensign-Bickford Industries Full time

Customer Service Representative page is loaded **Customer Service Representative**

**Customer Service Representative**

locationsPortland, ME time typeFull time posted onPosted Today job requisition idREQ102276 This opportunity is located within our **EnviroLogix** business that develops and manufactures testing solutions for detecting GMOs, mycotoxins, plant pathogens, natural toxins and chemical contaminants in multiple agricultural matrices. to learn more.

**Job Description**

**General** **Summary:**

This position interacts with EnviroLogix customers, primarily via phone and email, to secure i nformation necessary to process orders and to respond to inquirie s, concerns and requests about products and services.

**Responsibilities** **Include:**

Operate with a continuous improvement mindset, seeking opportunities to improve the overall customer experience with both internal and external facing solutions

Resolve all customer requests in a timely fashion, anticipate customer needs and coordinate appropriate and timely internal and external response

Set up new customer accounts, pro cess orders and requests fr om customers thro ugh the ERP system Keep accurate records of customer interactions and transactions through Salesforce

Identify upselling opportunities and partner w ith members of the sales team to escala te the opportunities

Issue refunds/credits t o customers as issue resolution in partnership with M anager, Customer Service

Contact customer billing departments regard ing past due invoices and invoices coming due to result in increased billing terms comopliance

Prepare and distribute customer activity reports or other re ports as requested

Coordinate with internal departments including Technical Support, Sales, and Shipping to ensure customer concerns are addressed and orders are completed

Log customer inquiries into SalesForce tracking system ens uring a complete view of customer needs is available for all employees and departments who engage with customers

Crosstrain team members on order process

Identify, develop, and document customer service team process SOPs

Follow established safe work practices and working in a safe manner, following EnviroLogix safety policies and procedures, a nd report and unsafe or hazardous conditions to the supervisor or the Environmental, Health, and Safety department for corrective action

**Reports** **To:** **Manager,** **Customer** **Service**

**Skills** **Required:**

Self-motivated; must b e a ble t o w ork effectively as a member of a team as well as in an independent role

Positive work ethic and passionate attitude

Self-motivated, execution oriented with the ability to effectively prioritize and execute tasks in a fast-paced environment where distractions are common

Proven ability to work well in team environment with sound problem-solving skills

Ability to prioritize, multi-task and perform effectively under pressure

Strong verbal and written communication skills

Customer focus is essential

Experience with ERP system (Epicor preferred) and Salesforce.com a plus

**Requirements:**

High School diploma required

Prior experience in a customer support role

**Physical** **Requirements:**

Ability to utilize a telephone for extended periods of time

Ability to utilize a computer for extended periods of time

Ability to work within an office environment

*EnviroLogix* *is an Equal Opportunity Employer (EOE). Qualified applicants are considered for employment without regard to race, religion, color, sex, age, disability, sexual orientation, genetic information, national origin, or veteran status.*

EnviroLogix is a global leader in the development of rapid GMO and mycotoxin detection technology. Our experienced staff closely monitors global issues in the food production chain, finding solutions to challenges before they even arise.

Founded in 1996, EnviroLogix opened a second office in Brazil in 2007 and was purchased by Ensign-Bickford Industries, Inc. in 2010. From the beginning, our motivation has been to create breakthrough diagnostic technologies, seeking innovative ways to help customers solve their problems. The drive to pioneer advancements continues today, as we develop smart, simple diagnostic technology.

EnviroLogix rapid growth has been fueled by our reputation as a dependable partner and sustained by exceptional customer service and support.

Join EnviroLogix and youll be a part of a team that is pushing diagnostic boundaries forward in the life science laboratories, grain markets and the food supply chain. We value the diverse knowledge and experience of all team members and seek cross-functional teams at every level.

And, we take pride in being a fun and friendly place to work whether on a company outing to set sail across Casco Bay or just shooting hoops in the parking lot, we offer many ways to connect that go beyond the lab and the office.

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