Customer Service Representative

Fortis is a global leader in life sciences and diagnostics reagents and solutions. We partner with our customers to design, validate, and manufacture solutions to solve their complex development problems. Our teams work together across various sites, functions, & scientific disciplines to help our customers bring their innovations to market with confidence.

nanoComposix, a wholly owned subsidiary of Fortis, develops innovative nanomaterials for research and commercial markets. We manufacture hundreds of different variants of metal and metal-oxide core/shell nanocomposites for a wide range of applications including biosensors, medical devices, clinical diagnostics, and optical effects. Our mission is to help our clients bring nano-enabled products to market. We are currently seeking a Customer Service Representative for a full-time, onsite position in San Diego, CA.

What You Will Do:

Our Customer Service Team is the primary point of contact for our customers, answering questions, resolving problems, assisting with order placement, and ensuring a positive customer experience through effective communication, timely issue resolution, and in-depth product knowledge. The Customer Service Representative will be responsible for responding to customer inquiries about new and existing orders.

Job Duties:

• Via phone and email, respond promptly to customer inquiries and triage inquiries to other sales and support staff
• Track outstanding receivables and follow up with customers regarding outstanding payments and aged receivables
• Document customer interactions, transactions, comments, and complaints in SalesForce and on internal tracking logs
• Receive and process incoming orders using the company’s order management system, assisting purchasers by completing necessary paperwork for receiving orders and payment
• Communicate and coordinate with Customer Service Team about open customer cases, sales leads, and the status of orders, payments, and shipments, escalating issues as necessary
• Maintain knowledge of the company’s products and service offerings providing answers to customer questions and route inquiries to the appropriate sales representative and/or technical support staff

Who You Are & What You Bring

Education / Background

• High school diploma or equivalent plus 1-2 years of customer service experience
• Associate’s or Bachelor’s degree beneficial
• Experience effectively providing solutions and resolving issues via phone and email
• Experience with processing and payments, invoicing, and using internal databases such as client relationship management (CRM) and enterprise resource management (ERP) systems

Knowledge, Skills, Abilities:

• High-level problem solving, reasoning, and prioritization skills
• High-level of organization, efficiency, and attention to detail
• Strong written and verbal communication skills
• Proficient in Microsoft Office and general computer skills
• Ability to respond to tasks and requests (internal and external) in a timely and efficient manner
• Ability to work effectively in a collaborative, team-oriented environment
• Experience with Salesforce and/or Microsoft Dynamics 365 (Microsoft D365) highly desired

What We Offer

We have an incredibly talented group of intelligent, down-to-earth individuals who are committed to developing and manufacturing only the highest quality products. Our mission: “Pursuing a Healthier World by Creating Tomorrow’s Science Today” is complemented by our core values (EXCITE):

Excellence – We believe in solving for root cause. No shortcuts, no “band-aids”

Customer First – We prioritize the experience and outcomes of our customers above all.

Integrity – We are honest and accountable, holding ourselves to a high standard of ethical conduct.

Trust – We believe an engaged, empowered team begins with a foundation of trust. We trust our team members to make the right decisions and to be driven by and evaluated on results.

Entrepreneurship – We encourage smart risk taking. We value novel mistakes in the pursuit of innovation.

Hourly Pay Rate Range: $22.50-$24.00

Fortis provides a competitive salary, success-sharing bonus plan, medical, dental, disability and life insurance, and a 401(k) plan. We are an equal opportunity employer. We evaluate qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, or any other protected characteristic.