What are the responsibilities and job description for the Customer Service Representative position at Genesee Scientific Corporation?
Job Description
Job Description
Description : About the Company
As a life science company and a leading supplier to global research markets, we offer a comprehensive product portfolio along with outstanding hands-on customer service to ensure every laboratory has the tools and support they need. Our markets include pharmaceutical and biotechnology businesses, research institutions, hospitals, reference labs, and more.
Be part of making a difference
At Genesee, we believe we can help improve our communities and transform the world through science. Our shared desire to make a difference is what drives and inspires us. We are a fast-growing, dynamic team that listens to each other and embraces collaboration. We foster an open, friendly work environment and show up for one another every day.
Job Description
Role : Customer Service Representative
FLSA : Non-Exempt
Location : Poway, CA
Why this role is important at Genesee Scientific?
Customers are at the center of everything we do. Customer Experience Representatives are responsible for working through multiple service channels to consistently provide the highest level of customer satisfaction. This role is a key member of the Customer Experience team, responding to all our scientific customers around the world.
What will you do :
- Maintains and attracts potential customers by handling customer communication (emails, calls) relating to service status or challenges, concerns, issues within the network
- Handles inbound sales and customer communication (calls, emails,) in the processing, expediting, and troubleshooting of customer orders
- Owns the customer request and experience from initiation to conclusion
- Actively listen and identify customer needs and concerns to effectively provide top tier service
- Assists customers in buying decisions, consistently recognizing, and offering cross-sell / upsell opportunities
- Processes, via computer, all customer requests. Utilizes multiple and often complex systems, programs, and monitors in order to research information
- Researches and resolves customer issues, expedites back orders, handles requests for returns and other special requests. Resolve product or service problems by clarifying the customer's complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following up to ensure resolution
- Processes and updates customer orders / quotes and / or changes orders / quotes in a timely and accurate manner meeting departmental productivity metrics
- Follows up with Sales, suppliers, and customers on any outstanding issues
- Looks for opportunities to provide solutions
- Make decisions based on policies and past precedence, seeking guidance, as necessary.
- Performs other duties as assigned
Requirements :
At Genesee Scientific, you can have a good job that can grow into a great career. We offer :
Genesee Scientific is proud to be an Equal Employment Opportunity employer. We do not discriminate in hiring on the basis of sex, gender identity, sexual orientation, race, color, religious creed, national origin, physical or mental disability, protected Veteran status, or any other characteristic protected by federal, state / province, or local law.
