Order Processing Customer Service Representative

About Meridian

Meridian Bioscience is a fully integrated life science company that develops, manufactures, markets and distributes a broad range of innovative diagnostic products. We are dedicated to developing and delivering better solutions that give answers with speed, accuracy and simplicity that are redefining the possibilities of life from discovery to diagnosis. We are looking for talented and passionate individuals that help drive our vision. Our innovative culture will allow interested candidates to discover and create, through collaboration, cutting edge solutions to tough problems.

Job Summary

The Order Processing Customer Service Representative is responsible for accurately and efficiently processing customer orders and managing associated database documentation, ensuring a smooth and timely order experience. This role involves maintaining effective communication with customers, resolving issues, and collaborating with internal teams to support customer satisfaction. The representative must consistently deliver accurate, courteous and professional service, contributing to an exceptional customer experience and supporting operational success.

Key Duties

Major Duties and Responsibilities:

Customer Support

• Provide excellent customer service by responding to inquiries and resolving issues promptly and effectively.
• Handle customer complaints and find appropriate solutions to ensure customer satisfaction.
• Provide prompt and effective responses to customer inquiries, including pricing, product availability, shipping terms, and complaint resolution.
• Communicate, when necessary, with Accounts Receivable for orders involving new account status and credit hold status.
• Responsible for setting up and processing standing orders.
• Communicate, when necessary, with Sales concerning pricing or other customer issues

Order Processing:

• Accurately process direct and distribution customer orders through various channels (phone, fax, email, voicemail, EDI) using the Meridian ERP System.

Issue Resolution:

• Handle customer complaints, process Customer Order Resolutions (CORs), and work with relevant departments to ensure timely problem-solving.

Inventory Management:

• Work with Materials Management to ensure FIFO compliance, monitor product inventory, and allocate/deallocate orders as needed.
• Attend departmental meetings as requested by management.

Database Maintenance:

• Maintain and update customer records and database information accurately and in a timely manner.
• Other duties as assigned.

Other Duties/Physical Requirements:

• Ability to work on a PC including repetitive use of a keyboard and mouse for long periods throughout the course of the workday.
• Ability to walk up and down several flights of stairs throughout the workday in a multi-location facility.
• Ability to sit for long periods of time, reach, bend, stoop and lift throughout the course of the workday.
• Must be able to wear a phone headset throughout the course of the workday.
• Must be able to analyze and concentrate routinely throughout the course of the workday.

Qualifications

Minimum Education or Equivalent Experience Required/Preferred:

• High School diploma or general education degree (GED) is required.
• Two- four years customer service experience required
• Two years order processing/Data Entry experience required

Competencies Required or preferred:

• Excellent interpersonal, organizational, written, and oral communication skills along with excellent customer service skills.
• Ability to read, understand and follow all company Standard Operating Procedures (SOPs) and guidelines.
• Must be a self-starter, detail oriented and organized.
• Must be able to prioritize and balance workloads and meet strict critical deadlines and perform under pressure in a fast-paced environment.
• Strong computer proficiency at an advanced level (MS Office (Excel/Word/PowerPoint) – along with strong Infor XA/MAPICS experience.
• Excellent problem solving and troubleshooting skills.
• Must be able to work independently as well as collaboratively in a team setting with peers and other departments in a cross functional setting.
• Ability to maintain regular attendance and punctuality requirements.
• Availability to work flexible hours, including evenings or weekends, as needed.

Required Travel %:

• Local travel between sites in Cincinnati as needed

*We are proud to be an EEO/AA employer Minority/Female/Disability/Veteran. We maintain a drug-free workplace and perform pre-employment substance abuse testing. (USA Only)*