Location: Farmingdale,NY, USA
Major
Maj
Major Responsibilities:
As the first point of contact for customers, this position is responsible for providing exceptional customer service in support of company goals and sales growth, and for managing customer inquiries through to completion. The Customer Service Representative will interact with customers to process orders, provide information in response to inquiries about products, and transfer technical questions to technical support. This position also handles and resolves customer complaints, ensuing that customers know that their concerns are being understood.
Specific Duties:
* Enter customer orders as they arrive via phone, fax, e-mail and websites
* Assist with customer inquiries, including pricing and availability
* Maintain correspondence and communication with customers regarding backorders
* Capture all pertinent order-related and customer contact information and follow up on any missing information
* Field requests for and quote on special pricing, and follow up on issued quotations to close opportunities and gather market feedback
* Investigate and resolve order errors, issues and customer complaints
* Assist with customer returns
* Order and provide all pertinent export documentation for orders shipping outside of the country
* Maintain accurate records of pricing agreements, including institutional discount pricing, regional distributor pricing, and business partner pricing
* Work closely with and maintain effective working relationships with other departments, including Shipping, Operations, Sales and Technical Support
* Continually look for and suggest ways to improve customer service processes and procedures
* Generate required reports, e.g. customer cancellation log, credit memo report, order entry statistics, and the customer follow-up report
* Follow-up with customers regarding delivery ETA's and backorders
* Forward leads to sales support staff
Requirements:
Education: High School Diploma
Experience: 3+ years of related experience, including customer support and interaction; prior experience in a scientific organization a plus.
Skills: Excellent communication and listening skills, and a strong customer service focus. Proven ability to professionally handle difficult customers and maintain a positive demeanor. Good problem solving and decision-making skills, follow-up, and attention to detail. Proven ability to work effectively in a team environment. Ability to be flexible in responding to changing demands. Computer proficiency, including MS Word and Excel; ERP and/r database experience a plus.
The salary range estimated for this position based in New York is $ 24.00 to $ 26.00 hourly