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Customer Service Representative

2 months ago

Irvine, California, United States Simply Biotech Full time
Job Description

Job Summary:

We are seeking a highly skilled and experienced Customer Service Representative to join our team at Simply Biotech. As a key member of our customer support team, you will be responsible for providing exceptional customer service and support to our clients in the biotech industry.

Key Responsibilities:

  • Process Sales Orders: Process daily sales orders received via phone, email, or chat, ensuring timely and accurate delivery dates and corresponding email confirmations.
  • Onboarding and Customer Support: Make onboarding calls to new customers to ensure maximum patient results and long-term success, and provide in-depth product knowledge to dental offices on all products and services.
  • Product and Service Support: Answer product, service, and policy-related questions from current and new customers, as well as from actual patients, received via phone, email, or chat.
  • Lab Calls and Sales: Make daily outbound lab calls to dental practices to add product to orders, verify shipping addresses, provide education on products and services, and respond to customer inquiries.
  • Sales and Upselling: Increase sales by up-selling/cross-selling products and actively informing customers of monthly promotions and volume-based price discounts.
  • Customer Success: Ensure on-going customer success is achieved through product education and exceptional customer support.
  • Communication and Record-Keeping: Record and track communications with customers via the CRM system, and provide pricing and delivery information to customers via phone or email.
  • Problem-Solving and Resolution: Resolve product or service-related issues by applying effective communication skills with customers to determine root causes and acceptable solutions to problems; expediting adjustments or corrections and following-up with customers through final resolution.
  • Additional Responsibilities: Assist with new product field tests and customer surveys as needed, open customer accounts by recording account information in ERP system, maintain customer records by updating account information in ERP system, including credit card information, coordinate product returns and/or refunds with Operations, track and maintain records of customer interactions and transactions via the CRM system, communicate and coordinate logistics with internal departments as needed, provide feedback on the efficiency of the customer care process, recommend potential products/changes to products/product system issues to management by collecting customer information and analyzing customer needs, contribute to successful team effort by supporting team goals and objectives, engaging in team meetings and participating in coaching and training activities, comply with company Complaint Handling process, comply with relevant company Quality System procedures and instructions, and support additional customer activities as requested by company leadership.

Requirements:

  • Problem-Solving and Analytical Skills: Identifies and resolves problems in a timely manner; gathers and analyzes information skillfully; works well in group problem-solving situations; uses reason even when dealing with emotional topics.
  • Project Management and Communication Skills: Communicates changes and progress; speaks clearly and persuasively in positive or negative situations; listens and gets clarification; responds well to questions; demonstrates group presentation skills; participates in meetings.
  • Technical Skills and Knowledge: Strives to continuously build knowledge and skills; shares expertise with others; demonstrates accuracy and thoroughness; looks for ways to improve and promote quality; applies feedback to improve performance; monitors own work to ensure quality.
  • Customer Service and Interpersonal Skills: Manages difficult or emotional customer situations; responds promptly to customer needs; solicits customer feedback to improve service; responds to requests for service and assistance; meets commitments; focuses on solving conflict, not blaming; maintains confidentiality; listens to others without interrupting; keeps emotions under control; remains open to others' ideas and tries new things.
  • Leadership and Teamwork Skills: Balances team and individual responsibilities; exhibits objectivity and openness to others' views; gives and welcomes feedback; contributes to building a positive team spirit; puts success of team above own interests; able to build morale and group commitments to goals and objectives; supports everyone's efforts to succeed.
  • Business Acumen and Cost Consciousness: Understands business implications of decisions; demonstrates knowledge of market and competition; conserves organizational resources.
  • Ethics and Professionalism: Treats people with respect; keeps commitments; inspires the trust of others; works with integrity and ethically; upholds organizational values; approaches others in a tactful manner; reacts well under pressure; treats others with respect and consideration regardless of their status or position; accepts responsibility for own actions; follows through on commitments.
  • Adaptability and Attendance: Adapts to changes in the work environment; manages competing demands; changes approach or method to best fit the situation; able to deal with frequent change, delays, or unexpected events; is consistently at work and on time; ensures work responsibilities are covered when absent; arrives at meetings and appointments on time.
  • Dependability and Initiative: Follows instructions, responds to management direction; takes responsibility for own actions; keeps commitments; completes tasks on time or notifies appropriate person with an alternate plan; asks for and offers help when needed.
  • Innovation and Quality: Generates suggestions for improving work; demonstrates accuracy and thoroughness; looks for ways to improve and promote quality; applies feedback to improve performance; monitors own work to ensure quality.

Salary Range: $20/hour