Customer Service Representative I

1 week ago

CA United States Revvity Full time
About the Role

We are seeking a highly motivated and detail-oriented Customer Service Representative I to join our BioLegend North America Customer Care team. As a key member of our team, you will be responsible for providing exceptional service to our customers, ensuring timely and accurate data entry, and processing orders with precision.

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 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 the 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 the 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.
  • Escalate customer issues to management.
  • Provide ongoing data entry support to the Customer Care Department on an as-needed basis. Assist Associate Customer Service Representatives with addressing customer expectations.
  • Identify any discrepancies or potential obstacles that could impact on-time delivery to effectively communicate with the customer for a timely resolution.
  • Be the subject matter expert on the intricacies and fulfillment criteria of multiple ordering platforms.
  • Be familiar with the specific customer needs for various public and private research institutions.
  • Maintain a professional level of privacy regarding confidential customer information.
  • Actively participate in our daily department meetings, owning metrics and providing thoughtful insight and solutions to challenges.
  • Become eligible to serve as a Qualified Trainer for the team.
Requirements
  • 2-3 years of applicable Customer Service experience.
  • 1+ years of experience entering high volumes of data or orders daily.
  • Proven track record of de-escalating customer issues with sympathy and empathy.
Preferred Qualifications
  • Bachelor's Degree or equivalent combination of education and experience.
  • Proficient knowledge of Enterprise Resources Planning (ERP) systems.
  • Proficient knowledge of Customer Relationship (CRM) systems.
  • Proficient experience with EDI order processing.
  • Experience with multiple order source platforms.
  • A desire to enact change and strive for innovation.
  • Proficiency with 10-key.
  • Strong computer skills, minimum intermediate proficiency with MS Office programs.
  • Ability to work in a dynamic, fast-paced environment.
  • Independent self-starter who strives to meet and exceed goals.
  • Strong attention to detail - accuracy is essential.
  • Proven excellent verbal/written communication.
What We Offer
  • Competitive and comprehensive benefits to our employees.
  • Medical, Dental, and Vision Insurance Options.
  • Life and Disability Insurance.
  • Paid Time-Off.
  • Parental Benefits.
  • 401k with Company Match.
  • Employee Stock Purchase Plan.

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