JOB DESCRIPTION:

Preferred experience is 2 years customer service call center experience. Candidates need ability to multi-task with computers.
Scope of Position: In this role, you will act as the first line of contact on the 800# phone line working directly with North American customers and a wide spectrum of Client employees including, Sales Team, Accounting/Credit, New Accounts, Complaints, Pricing, Quality Control, Product Managers, Manufacturing, Warehouse/Distribution Center, Marketing and Scientific Support. We look for you to attend to all questions and inquiries in a highly professional manner to effectively convey information internally and externally while assuring that our goal of world-class customer service is met. You will perform the full scope of customer service tasks including problem solving, trouble shooting, negotiating and cultivating excellent relationships with customers and co-workers. It will be expected that you will have a full understanding of department and company procedures and policies and the ability to promote Client image in a positive manner and to led by example.

REQUIRED EDUCATION:

" High school graduate or equivalent.

PREFERRED YEARS AND AREA OF EXPERIENCE:

" 2+ years of cross functional commercial or customer service experience.

REQUIRED SKILLS:

" Ability to handle high work volume (phone, case and order entry volume) in a fast-pace environment and stay calm in face of adversity.
" On time attendance.
" Excellent professional verbal and written communication skills
" Proficiency with Word, Excel, E-mail, Web.
" Can type at a 50-WPM average.
" Customer focused, detail oriented and effective problem solver who can independently seek a timely resolution.
" Ability to meet or exceed Department Metrics.
" Adaptable in a rapidly changing environment and can easily recognize areas for improvement and help facilitate forward movement.

DESIRED EXPERIENCE / QUALIFICATIONS / SKILLS:

" Experience in the Life Science industry or related field.
" Experience with PeopleSoft Order Management or a comparable system.
" Experience with SalesForce.com case management.
" Call center experience.

SOFT SKILLS:

" Ability to work independently in a team environment and easily collaborate when necessary.
" Positive, enthusiastic and high energy.
" Dependable, committed, reliable and high work ethic.

TB_E

" Handle incoming high order volume received via phone and email.
" Handle high volume of Case Management related to inquiries and orders in SalesForce.com
" Interact daily with internal/external contacts using multiple systems to ensure accurate information.
" Provide information and Accurate Order Entry/Order Management for a large customer base related to inventory, pricing, technical inquires, and shipping information.
" Dedicatedly initiate corrective actions to handle customer accommodations independently by using good judgment in routine cases.
" Assist with complaints processed by the Complaint team.
" Maintain and update dealer/customer profiles and confirm that the PeopleSoft notes, payment terms, carrier, and freight terms match the profile. " Follow up with New Accounts team on necessary account set up changes.
" Responsible for ensuring 100% follow-up to customers internally and externally.
" Attend Product/Technical training as scheduled.