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Global Customer Service Representative

2 months ago

Madison, Wisconsin, United States Promega Full time
Job Title: Global Customer Service Specialist

Job Summary:

We are seeking a highly skilled and customer-focused Global Customer Service Specialist to join our team. As a key member of our customer support team, you will be responsible for providing exceptional support to our internal and external customers worldwide.

Key Responsibilities:

  • Provide timely, accurate, and efficient service to customers via telephone, chat, email, or other methods.
  • Assist customers by answering questions and troubleshooting issues related to orders, products, and services.
  • Process sales orders, provide order confirmation and tracking information, and resolve any discrepancies related to orders.
  • Prepare accurate and timely export documents that meet US export regulations.
  • Coordinate logistics with other departments and freight forwarding partners.
  • Handle post-shipment requests, including processing credits, debits, replacements, returns, and other customer inquiries.
  • Create, review, and update customer account records.
  • Monitor, follow up, and resolve open orders.
  • Identify and report any operational complaints according to Promega's Complaint Handling Procedures.

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 and ability to maintain patience, professionalism, and politeness in challenging situations.
  • Strong attention to detail.

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.

Equal Opportunity Employer:

Promega is an Equal Opportunity Employer and values diversity and inclusion in the workplace. We are committed to creating a safe and inclusive environment for all employees and applicants.