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Customer Service Representative

2 months ago

Manchester New Hampshire, United States LGC Group Full time
Job Description

This role is responsible for the handling, management, and successful completion of customer orders from all channels and Product/Business Sectors, ensuring entry into the relevant system within agreed timescales and to advised criteria, promised delivery dates, and customer purchase order fulfillment requirements.

Key Responsibilities:

  • Meticulous and accurate handling of controlled substance inquiries and orders, following existing guidelines, and working with our compliance team.
  • Continuity of the highest level service experience for customer-managed orders from the point of order entry to delivery and payment.
  • Dependable, committed, reliable, and responsive, with a high work ethic, accuracy, and ability to learn from mistakes.
  • Ability to work in a high-pressure environment and maintain a positive, enthusiastic, and high-energy attitude.
  • On-time and attendance is important, and motivated to seek customer satisfaction for internal and external customers.

What You'll Do:

  • Ensure all methods of communication with internal and external contacts are handled with utmost integrity to project the high-quality image and standards provided by LGC.
  • Presenting courteously with customers, ensuring queries outside of order entry or your level of expertise are advanced to the appropriate team.
  • Ensure all customer orders received are entered accurately into the ERP system on the day of receipt or within agreed timescales for order type, and the customer receives an email confirmation on the release of the order.
  • Responsible for ensuring 100% follow-up to customers internally and externally.
  • Provide help and advice to customers regarding their orders and ensure On Time In Full (OTIF) delivery targets are met, and customers informed of any delays in advance.
  • Responsible for the daily CRM Case Management System, ensuring tasks are dealt with and or escalated to ensure response times are within agreed KPI timescales.
  • Run end-of-day check reports to ensure that all incoming orders and orders built have been processed to released status and resolve any problem orders.