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Customer Service Representative

2 months ago

Fort Washington, United States Midland Scientific Full time

Description Position Summary: The Customer Service Representative will act as a liaison, provide product/services information, process customer orders, and resolve any emerging problems that our customers might face with accuracy and efficiency. Essential Functions: Confer with customers to provide information about products and services, to take or enter orders/quotes, create accounts and items, or to obtain details of complaints. Keep records of customer interactions and transactions, recording details of inquiries, complaints, and comments, as well as actions taken. Check to ensure that appropriate changes were made to resolve customers' problems. Field incoming phone calls and direct to appropriate internal staff. Promptly respond to customer questions submitted via email or our website. Determine charges for customer orders and arrange for billing credit cards when appropriate. Refer unresolved customer grievances to designated departments for further investigation. Recommend improvements in products, packaging, shipping, service, or billing methods and procedures to prevent future problems. Enter customer orders into Prophet 21 system with precise accuracy, checking all locations for stock and substitutes, and selecting shipping method that is the best option. Understand and identify a return request. Partner with the Sales team to exceed our customer’s expectations. Recognize, document, and alert the supervisor of problem trends in quality control. Provide customers with backorder information immediately upon order placement as well as after 1 week of a backorder and provide additional follow-up when required. Process credit checks for potential new customers. Management must approve the issuance of a terms account number. Invoice dropship purchase orders. Perform other duties as assigned. Requirements Computer Skills: Must be proficient in Microsoft Office, know how to use the internet for research, as well as easily adapt to new systems. Position Qualifications: Accuracy - Ability to perform work accurately and thoroughly. Active Listening - Ability to actively attend to, convey, and understand the comments and questions of others. Analytical Skills - Ability to use thinking and reasoning to solve a problem. Communication, Oral - Ability to communicate effectively with others using the spoken word. Communication, Written - Ability to communicate in writing clearly and concisely. Conflict Resolution - Ability to deal with others in an antagonistic situation. Customer Oriented - Ability to take care of the customers’ needs while following company procedures. Detail Oriented - Ability to pay attention to the minute details of a project or task. Energetic - Ability to work at a sustained pace and produce quality work. Friendly - Ability to exhibit a cheerful demeanor toward others. Initiative - Ability to make decisions or take actions to solve a problem or reach a goal. Interpersonal - Ability to get along well with a variety of personalities and individuals. Organized - Possessing the trait of being organized or following a systematic method of performing a task. Relationship Building - Ability to effectively build relationships with customers and co-workers. Time Management - Ability to utilize the available time to organize and complete work within given deadlines. Working Under Pressure - Ability to complete assigned tasks under stressful situations. Education & Experience: Education: High school diploma or equivalent. Bachelor's degree in a science field is preferred Experience: One to three years of experience working in a laboratory is preferred. One to three years of experience in customer service is preferred. #J-18808-Ljbffr