Customer Service Representative

Description: Position Summary: The Customer Service Representative will act as a liaison, provide product/services information, process customer orders, and resolve any emerging problems that our customers might face with accuracy and efficiency. This job is fully in-person and full time, M-F, with typical day shift hours. Essential Functions: • Confer with customers to provide information about products and services, to take or enter orders/quotes, create accounts and items, or to obtain details of complaints. • Keep records of customer interactions and transactions, recording details of inquiries, complaints, and comments, as well as actions taken. • Check to ensure that appropriate changes were made to resolve customers' problems. • Field incoming phone calls and direct to appropriate internal staff. • Promptly respond to customer questions submitted via email or our website. • Determine charges for customer orders and arrange for billing credit cards when appropriate. • Refer unresolved customer grievances to designated departments for further investigation. • Recommend improvements in products, packaging, shipping, service, or billing methods and procedures to prevent future problems. • Enter customer orders into Prophet 21 system with precise accuracy, checking all locations for stock and substitutes, and selecting shipping method that is the best option. • Understand and identify a return request. • Partner with the Sales team to exceed our customer’s expectations. • Recognize, document, and alert the supervisor of problem trends in quality control. • Provide customers with backorder information immediately upon order placement as well as after 1 week of a backorder and provide additional follow-up when required. • Process credit checks for potential new customers. Management must approve the issuance of a terms account number. • Invoice dropship purchase orders. • Perform other duties as assigned.Requirements: Computer Skills: Must be proficient in Microsoft Office, know how to use the internet for research, as well as easily adapt to new systems. Position Qualifications: • Accuracy - Ability to perform work accurately and thoroughly. • Active Listening - Ability to actively attend to, convey, and understand the comments and questions of others. • Analytical Skills - Ability to use thinking and reasoning to solve a problem. • Communication, Oral - Ability to communicate effectively with others using the spoken word. • Communication, Written - Ability to communicate in writing clearly and concisely. • Conflict Resolution - Ability to deal with others in an antagonistic situation. • Customer Oriented - Ability to take care of the customers’ needs while following company procedures. • Detail Oriented - Ability to pay attention to the minute details of a project or task. • Energetic - Ability to work at a sustained pace and produce quality work. • Friendly - Ability to exhibit a cheerful demeanor toward others. • Initiative - Ability to make decisions or take actions to solve a problem or reach a goal. • Interpersonal - Ability to get along well with a variety of personalities and individuals. • Organized - Possessing the trait of being organized or following a systematic method of performing a task. • Relationship Building - Ability to effectively build relationships with customers and co-workers. • Time Management - Ability to utilize the available time to organize and complete work within given deadlines. • Working Under Pressure - Ability to complete assigned tasks under stressful situations. Education & Experience: Education: High school diploma or equivalent. Bachelor's degree in a science field is preferred Experience: One to three years of experience working in a laboratory is preferred. One to three years of experience in customer service is preferred.