Customer Service Representative / Order Entry

Job Description

The successful candidate provides excellent support to both customers and internal teams by assisting with sales and customer service procedures. The ideal candidate will have experience supporting numerous accounts and coordinating with internal team members, from Account Managers and Department Managers to Business Development personnel, throughout the sales, fulfillment, and invoicing process. The Sales Support Specialist contributes to the company’s ability to meet sales goals by driving exceptional customer experiences. The focus of this role may vary based on need and candidate experience.

• Order entry and maintenance: entering and tracking sales orders, leads, returns, credits, debits, e-commerce orders, and general backlog management.
• Handle inbound inquiries by phone & email for both internal and external parties to help support and drive solutions.
• Communicate clearly and effectively with customers while listening actively to provide an exceptional customer experience.
• Navigate multiple systems in response to customer or cross-functional inquiries. Support the team through cross-functional collaboration with issue escalation and resolution as well as completing support documentation requirements.
• Adapt readily to change and navigate systems with high level of efficiency.
• Excel in a high-volume, fast paced, demanding environment. Manage queues, emails, cases, and work orders on a daily basis. Prioritize and respond quickly to assist customers and field service teams. Excellent follow-through required.
• Provide high level of support to Territory Account Managers; drive resolution of issues and anticipate needs, providing clear communication and follow-up on actions.
• Understand standard product catalog as well as custom product & service offerings to assist customers with their needs.
• Help to read, create, and analyze reports to take action. Generate and analyze customer and territory sales reports as well as inventory reports to support internal process improvement and communications to customers and internal teams.
• Help to identify communication or process gaps, drive process understanding, development, and implementation to streamline business functions and customer experience.

Qualifications

• 2 or more years of relevant experience
• Previous experience using Salesforce or similar CRM. In-depth knowledge and administrative experience is a plus.
• Experience with in a customer service /account communication management role and order entry & processing preferred
• Strong analytical and problem-solving skills
• Strong interpersonal skills with demonstrated ability to work effectively in a team environment in both a leadership and member role
• Self-motivated with a desire to provide excellent customer service
• Ability to read, generate, and analyze reports. Business, marketing, and data analysis experience is a plus.
• Strong competency with Microsoft Word, Excel, and PowerPoint required. Advanced proficiency is a plus.
• High school diploma
• US citizenship or green card

• Previous experience working in life science or chemistry industries
• Associates degree or at least 2 years post-high school education, preferably with a focus in life science, chemistry, or business
• In-depth knowledge and administrative experience with Salesforce is a plus
• Ability to read, generate, and analyze reports. Business, marketing, and data analysis experience is a plus.

Additional Information

Qualified candidates should submit a resume and cover letter. The cover letter should include information on how your previous experience relates to the job requirements and your availability. Specific examples are of interest. You will not be considered without a cover letter.

All your information will be kept confidential according to EEO guidelines.