Global Customer Service Representative

1 week ago

Madison, Wisconsin, United States Promega Full time
{"h1": "Global Customer Service Specialist Job Description"} Job Summary

We are seeking a highly skilled Global Customer Service Specialist to provide exceptional support to our internal and external customers worldwide. As a key member of our team, you will be responsible for delivering timely, accurate, and efficient service while building strong relationships with customers.

Key Responsibilities
  • Provide support to internal and external customers via various communication channels, including telephone, chat, email, and other methods.
  • Assist customers by answering questions, troubleshooting issues, and resolving discrepancies related to orders received via various channels.
  • Process international orders from branches, distributors, and direct customers, ensuring timely and accurate delivery.
  • Prepare accurate and time-sensitive export documents that meet US export regulations.
  • Coordinate logistics with other departments and freight forwarding partners to ensure smooth order fulfillment.
  • Handle post-shipment requests, including processing credits, debits, replacements, returns, and other customer inquiries.
  • Create, review, and update customer account records to ensure accurate and up-to-date information.
  • Monitor, follow up, and resolve open orders to ensure customer satisfaction.
  • Identify and report operational complaints according to Promega's Complaint Handling Procedures.
  • Demonstrate inclusion through words and actions, promoting a safe and respectful work environment.
  • Embody Promega's 6 Emotional & Social Intelligence (ESI) core principles in daily work.
  • Understand and comply with ethical, legal, and regulatory requirements applicable to our business.
Requirements
  • High School diploma or equivalent work experience.
  • A minimum of two years of customer service experience.
  • Ability to adapt, learn quickly, and multitask with interruptions.
  • Strong time management and organizational skills.
  • Exceptional written and verbal communication skills.
  • Strong focus on customer satisfaction.
  • Strong attention to detail.
  • Ability to work in an office setting within a structured, team environment.
Preferred Qualifications
  • Demonstrated ability to efficiently use Microsoft Office products.
  • Working familiarity with ERP software.
Physical Demands
  • Continuous use of headset and computer equipment simultaneously.
  • Ability to remain stationary for extended periods of time.
  • Ability to move from workstation to other areas of the building and throughout the campus.

Promega is an Equal Opportunity Employer, committed to creating an inclusive workplace that values diversity and promotes equal opportunities for all employees and applicants.

Language

English (en-US)

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