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Customer Service Representative

2 months ago

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

Overview

Simply Biotech is seeking a highly skilled and motivated Customer Service Representative to join our team. 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 in our ERP system, ensuring timely and accurate delivery of products to our clients.
  • Onboarding and Customer Support: Make onboarding calls to new customers to ensure a smooth transition and provide in-depth product knowledge to maximize customer satisfaction.
  • Product and Service Support: Answer product, service, and policy-related questions from current and new customers, as well as from actual patients, 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 ongoing customer success is achieved through product education and exceptional customer support.
  • Communication and Record-Keeping: Record and track communications with customers via our CRM system.
  • Pricing and Delivery: Provide pricing and delivery information to customers via phone or email.
  • Issue Resolution: Resolve product or service-related issues by applying effective communication skills with customers to determine root causes and acceptable solutions to problems.
  • Additional Responsibilities: Assist with new product field tests and customer surveys as needed, open customer accounts, maintain customer records, coordinate product returns and/or refunds, and track and maintain records of customer interactions and transactions.

Requirements:

  • Problem-Solving: Identifies and resolves problems in a timely manner, gathers and analyzes information skillfully, and works well in group problem-solving situations.
  • Project Management: Communicates changes and progress.
  • Technical Skills: Strives to continuously build knowledge and skills, shares expertise with others.
  • Customer Service: Manages difficult or emotional customer situations, responds promptly to customer needs, solicits customer feedback to improve service, and responds to requests for service and assistance.
  • Interpersonal Skills: Focuses on solving conflict, not blaming, maintains confidentiality, listens to others without interrupting, keeps emotions under control, and remains open to others' ideas and tries new things.
  • Oral and Written Communication: Speaks clearly and persuasively in positive or negative situations, listens and gets clarification, responds well to questions, demonstrates group presentation skills, participates in meetings, writes clearly and informatively, edits work for spelling and grammar, varies writing style to meet needs, presents numerical data effectively, and able to read and interpret written information.
  • Teamwork: 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, and supports everyone's efforts to succeed.
  • Leadership: Accepts feedback from others.
  • Business Acumen: Understands business implications of decisions, demonstrates knowledge of market and competition.
  • Cost Consciousness: Conserves organizational resources.
  • Ethics: Treats people with respect, keeps commitments, inspires the trust of others, works with integrity and ethically, and upholds organizational values.
  • Organizational Support: Follows policies and procedures, completes administrative tasks correctly and on time, supports organization's goals and values.
  • Judgment: Displays willingness to make decisions, exhibits sound and accurate judgment, supports and explains reasoning for decisions, includes appropriate people in decision-making process, and makes timely decisions.
  • Planning/Organizing: Uses time efficiently.
  • Professionalism: 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, and follows through on commitments.
  • Quality: Demonstrates accuracy and thoroughness, looks for ways to improve and promote quality, applies feedback to improve performance, and monitors own work to ensure quality.
  • Quantity: Completes work in timely manner, strives to increase productivity, and works quickly.
  • Safety and Security: Observes safety and security procedures, reports potentially unsafe conditions, and uses equipment and materials properly.
  • Adaptability: Adapts to changes in the work environment, manages competing demands, changes approach or method to best fit the situation, and able to deal with frequent change, delays, or unexpected events.
  • Attendance/Punctuality: Is consistently at work and on time, ensures work responsibilities are covered when absent, and arrives at meetings and appointments on time.
  • Dependability: 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.
  • Initiative: Asks for and offers help when needed.
  • Innovation: Generates suggestions for improving work.

Salary Range: $20/hour