Customer Service Representative

MVE Biological Solutions is the leading global manufacturer of vacuum insulated products and cryogenic systems. More than 50 years ago, they  set the standard for storage of biological materials at low temperatures. Today, they continue to exceed these standards. Industries from around the world look to MVE for excellence and innovation. Their solutions empower industries to better utilize cryogenic technology. In this manner, MVE continues to make a vital contribution in today’s biomedical life sciences industry.

Position Summary:

This position is responsible for acting as a liaison between customers and MVE. Provide superior support and service to external and internal customers through accurate processing of orders, responding to product and service inquiries, requests and/or problems through comprehensive information gathering, excellent communication skills and inter-departmental relationships.

Primary Responsibilities (include but are not limited to):

• Field incoming communications received via phone, email or fax.
• Identify and assess customer’s needs to achieve satisfaction.
• Provide accurate, valid and complete information by using the right methods, tools.
• Process and manage customer orders from receipt to close.
• Inform customers of deals and promotions as identified by Sales Management. 
• Document, investigate and resolve customer complaints. 
• Complete and/or gather customer account documentation as required. 
• Qualify and authorize returns of goods.
• Verify and/or maintain business systems information related to customers.
• Keep records of all communications.
• Manage changes in policies as they pertain to customers.
• Work with customer service management to ensure exceptional customer experiences.
• Contribute to team efforts by accomplishing related tasks as needed.
• Meet performance and development goals as assigned.
• Read from scripts and departmental work instructions.
• Attend educational training sessions to improve knowledge and performance level.
• Other duties and responsibilities as assigned by management.

Competencies & Personal Attributes:

• Must be exceedingly customer focused.  Providing the best customer experience promotes loyalty in return.
• Must be a team player capable of assisting in non-job-related specific processes and activities as required.
• Possess organizational and prioritization skills with an excellent attention to detail.
• Ability to understand and comply with established company policies and procedures.
• Desire to own decision and take responsibility for outcomes.
• Ability to deal patiently with problems and complaints.
• Must have strong self-motivation and the ability to work independently within specific time constraints.
• Must have technical capacity to quickly understand needs of customers.
• Must have excellent documentation skills.
• Ability to maintain the required confidentiality.
• Must exhibit patience when dealing with problems and complaints.
• Possess the willingness to continually embrace personal and professional development.
• Passion for, and alignment with, MVE’s mission.
• An individual who brings strong core values, quality, ethics, and integrity.
• A team player who embraces and champions the culture of collaboration and accountability.
• Strong work ethic and ability to deliver results and meet commitments in a dynamic environment.
• Exceptional and dynamic communication skills with the ability to inspire and influence others.
• An individual who works efficiently, effectively prioritizes and drives towards our corporate goals.
• Exceptional organizational and planning skills, strong analytical abilities, and process orientation.

Qualifications and Education Requirements:

• High School Diploma or equivalent
• Some college or CPE certifications are preferred
• Minimum of 5 years’ experience working in a customer service-related position in a fast-paced environment such as phone support, retail sales, banking or hospitality industry.
• Must be proficient with MS Windows applications: Excel, Word and Outlook.
• Experience with order processing software a plus.

Preferred Skills:

• Knowledge of JDE a plus
• Knowledge of Spanish a plus