Customer Service Representative

For the training - The first 30 to 60 days will be onsite (except Friday). After that, the temp can be a hybrid remote. CS comes to work 3 days a week

Job Description

• We are seeking a customer service representative who will be responsible for receiving and processing the company’s global customer quotes and orders daily for the company’s products which include 3800 Reference Standards, and publication products.
• The Customer Service Representative responds to customer inquiries via email, phone, and fax, as assigned by Customer Service Management.
• Resolves problem orders and investigates and documents complaints from customers.
• Responsible for assisting domestic and international customers with complex order and fulfillment processes.
• Responsible for managing Orders and other customer service responsibilities. Ensures maximum goodwill with all customers, and processes orders and responds to inquiries within 48 business hours by following the company’s Customer Experience Goal Standards.

Required Skills:

• Minimum of three (3) years of customer service, order processing, or related experience.
• Fluency in English required.
• Proficient use of Microsoft products (Excel, Word, Outlook).
• Able to work flexible hours when needed. Required to work a scheduled shift beginning at 8:30 AM.
• Call center experience, consumer or B2B customers.
• Typing speed should be a minimum of 70 words per minute.

Desired Skills:

• Oracle ERP/Salesforce (CRM) knowledge is desirable but not required.
• Familiarity with Ariba or other EDI processes is desirable but not required.

Education:

• A high school diploma or bachelor's degree is preferred.
• An equivalent combination of experience and education may substitute.

Responsibilities:

• Answers daily customer correspondence via telephone, email, and eFax from international and domestic customers.
• Provides order assistance and product information.
• Assists customers daily with the full order cycle starting within Salesforce into the ERP system for fulfillment.
• Creates and sends Pro-Forma Invoices, quote prices, and directs customers to our digital platform for self-service opportunities.
• Meet daily targets of Order, Query and Quotes as assigned by CS Management.
• Works with Distribution to coordinate the movement of products and shipments. ·
• Verifies compliance with US Export regulations for EAR/ITAR/IRS items and ensures compliance with established Economic Sanctions regulations.
• Verifies compliance with Environmental Protection Agency such as EPA (Ozone Depleting items).
• Investigates and handles complaints of varying complexity regarding fulfillment based on existing business processes.
• Handle Quotes/Orders with Special Importing Requirements · Build sustainable relationships of trust through open and interactive communications. 
• Responsible for maintaining a high level of professionalism with customers and peers, working to establish a positive rapport with them.
• Maintaining a positive, empathetic, and professional attitude toward customers at all times.
• Documents customer feedback and complaints regularly in Salesforce capturing appropriate tags.
• Identify and communicate trends that impact the customer experience in their day-to-day operations with Customer Service Management.
• Maintain updated knowledge of all company products and services to provide adequate education to customers.
• Contribute towards the creation of Customer Service Training Documents.
• Assist Team Management with initiatives and projects as required.
• Assists customers with the company’s Webstore registration and any issues/questions.
• Helps translate and/or review translated documents using available technology.
• Performs other related duties as assigned.