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Customer Service Representative II
2 months ago
Revvity is a developer and provider of end-to-end solutions designed to help scientists, researchers, and clinicians solve the world's greatest health challenges.
We pair the enthusiasm of an industry disruptor with the experience of a longtime leader. Our diverse team of 11,000+ colleagues from around the globe are vital to our success and the reason we're able to push boundaries in pursuit of better human health.
Job Title: Customer Service Representative IIJob Title: Customer Service Representative II - Order Administration
Location(s): San Diego - BioLegend
About the Role
We are seeking a motivated, innovative, and energetic individual to join our BioLegend North America Customer Care team. As a Customer Service Representative II, you will be responsible for providing exceptional service to inbound customers over the phone and via email to place new orders and provide availability and delivery information.
Key Responsibilities
- Enter and accurately process a high volume of daily orders into our Enterprise Resource Planning (ERP) system.
- Initiate customer contact via phone and/or email communication on an as needed basis to verify order information.
- Provide exceptional service to inbound customers over the phone and via email to place new orders and provide availability and delivery information.
- Responsible for the electronic processing and exception handling of electronic orders in system.
- Consistently meet or exceed productivity and quality expectations to support legendary service targets and surpass customer satisfaction.
- Identify and solve any potential roadblocks that could affect those goals.
- Confidently navigate multiple system applications to deliver legendary service in every interaction throughout the order life cycle.
- Run reports generating order entry snapshots to keep team informed on daily progress and trending versus goals.
- Be an agent of change - listen to ideas, share thoughts, and work together to implement process improvements.
- Escalates customer issues to management.
- Provides ongoing data entry support to the Customer Care Department on an as needed basis. Assist Associate Customer Service Representatives with addressing customer expectations.
Requirements
- 2-3 years of applicable Customer Service experience
- 2-3 years of experience entering high volume of data or orders (daily)
- 2 years of experience with Enterprise Resources Planning (ERP) systems
- 2 years of experience with Customer Relationship Management (CRM) systems
- Strong computer skills, minimum intermediate proficiency with MS Office programs
- Ability to work in a dynamic, fast-paced environment
- Independent self-started who strives to meet and exceed goals
- Strong attention to detail - accuracy is essential
- Proven excellent verbal/written communication
- Proven track record of de-escalating customer issues with sympathy and empathy
What We Offer
We provide competitive and comprehensive benefits to our employees.
Benefits Highlights
- Medical, Dental, and Vision Insurance Options
- Life and Disability Insurance
- Paid Time-Off
- Parental Benefits
- 401k with Company Match
- Employee Stock Purchase Plan
Equal Opportunity Employer
Revvity is committed to creating a diverse environment and is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability status, age, or veteran status or any other characteristics protected by applicable law.
