Technical Customer Service Representative

4 weeks ago

San Jose, United States PSG, a Dover company Full time

**onsite position**

Position Summary:

This position is part of the Inside Sales and Customer Service team covering PSG Biotech Products and provides cross-functional support to other departments.

Essential Duties and Responsibilities:

  • Execution of order management from inbound inquiry through shipment.
  • Includes but is not limited to inbound Sales call conversion to leads and orders through effective communications, costing requests, order processing, order tracking, expediting, and providing shipment information all utilizing CRM, ERP, customer portals, and other standard business systems.
  • Field customer inquiries, determine if inquiries are qualified for direct sales, and manage referrals to distribution if necessary.
  • Understand and communicate to customers PSG terms & conditions and other sales policies.
  • Provide support to Outside Sales Leaders and Management.
  • Provide timely order status communications to customers and internally on expedited requests.
  • Act as point person for issue management by coordinating and consulting with internal resources ensuring timely and effective issue resolution. Escalate issues as required to ensure commitments are met.
  • Monitor and communicate assigned account ER status for critical projects elevating as appropriate if issues arise.
  • Effectively communicate technical product specifications to customers/distributor partners as well as communicate customer expectations to internal and external stakeholders.
  • Cross-departmental collaboration to ensure exceptional customer experience throughout the entire quote-to-cash process.
  • Ensures all pre and post-export documentation is completed and properly filed per PSG’s export policies.
  • Performs customer audits and other Dover/PSG compliance-related tasks as required.
  • Follow all PSG policies, including safety policies.
  • All other duties assigned.

Qualifications / Requirements:

  • A bachelor’s degree in science, or a related technical field is preferred. Equivalent industry experience will also be considered.
  • Proficient computer skills and working knowledge of MS Office.
  • Working knowledge of CRMs
  • Strong written and oral communication skills.
  • Ability to work independently as well as within a cross-functional team.
  • Strong organizational skills, with the ability to handle numerous projects simultaneously, while maintaining high attention to detail.
  • Must be able to treat highly confidential information with the utmost integrity.
  • Ability to build and manage collaborative relationships.

Desired Characteristics:

  • Well-organized and efficient in approaching tasks.
  • Ability to perform in a dynamic environment.

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