Customer Service Rep II
1 day ago
Location : San Diego, CA
pay rate : $24.85/hr
Job description :
- Responsible for the timely and accurate data entry and input of customer orders into our Enterprise Resource Planning (ERP) system.
- Enter and accurately process a high volume of daily orders (150 - 200 daily).
- 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.
- 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.
- Properly route or address non-technical customer inquiries regarding delivery information of current and previous shipments, the status of their orders, and invoices.
- 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.
- Other projects or responsibilities as may be required.
- 2-3 years of applicable Customer Service experience
- 2-3 years of experience entering high volume of data or orders (150-200 daily)
- 2 years of experience with Enterprise Resources Planning (ERP) systems
- 2 years of experience with Customer Relationship Management (CRM) systems
- 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-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
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