Customer Service Representative III

Position Summary

Provide professional, courteous, customer‑centric service to the MSD customer base. This position will directly interact with various customers and interface with multiple internal departments to facilitate the processing of quotes, orders and customer requests to allow for timely shipping of MSD products worldwide.

• Customer Relations
• Complaint investigations, customer follow‑up and data management
• Forward concerns to the appropriate parties
• Document outcomes and resolutions appropriately
• Coordinate and communicate order status updates throughout the order process cycle
• Ensure product delivery in accordance with customer requirements
• Communicate product information, pricing and ordering information to prospective customers
• Augment customer education on MSD product lines and their uses
• Order and Quote Processing
• Process customer quotes and orders
• Accurately enter customer contact and product information into company’s ERP and CRM systems
• Calculate and quote pricing and discounts from pricing guidelines and tables
• Perform other data entry and database clean‑up and audit projects as directed
• Assist with development and implementation of new departmental processes and procedures
• Develop and perform departmental training
• Assist with compiling and analyzing departmental statistics and performance metrics
• Interdepartmental Communication
• Communicate order requests, tracking updates and shipping information to sales representatives and other internal departments as needed
• Collaborate with other departments to facilitate order fulfillment and invoicing
• Specific duties may vary depending upon departmental requirements

• Bachelor’s degree required
• Additional years (6) of experience may be substituted for a degree
• Minimum 3 year experience supporting sophisticated and diverse customers
• Experience with other businesses and ERP systems a plus
• Experience with JD Edwards software is highly preferred
• Proficiency with standard office equipment (phone, fax, computer literate, etc.)
• A Life Sciences background is a plus
• Experience in a call center environment is a plus
• Ability to speak a second language, in addition to English, is a plus

• Complete understanding and demonstrated proficiency of key Customer Service functions:
• Order entry and management
• Quote preparation
• Customer phone and grammatically correct email communications
• Overall understanding of the sales process from conception to completion
• Demonstrated proficiency and complete utilization of CRM and inventory management ERP systems
• Subject matter and process flow expert
• Logical problem solving and demonstrated ability to organize and move project tasks forward in an orderly and structured fashion
• Ability to identify and effectively address customer concerns with a sense of urgency and with customer service orientation
• Excellent oral, written communication and interpersonal skills
• Ability to discuss product, pricing and order information with the customer
• Strong customer service skills including detail‑oriented follow‑up with customers and other internal personnel
• Demonstrate professional etiquette and courtesy and ability to build strong relationships
• Track record of successfully handling escalated customer interactions
• Effectively communicate issues/problems and results that impact timelines, accuracy and status of customer order data
• Perform basic mathematic calculations correctly
• Proven leadership abilities by successfully completing additional responsibilities
• Proficiency in MS Office
• A wide degree of creativity and latitude is expected including the ability to multi‑task and work productively in a demanding customer service environment with changing priorities

This position requires the ability to communicate and exchange information, utilize equipment necessary to perform the job, and move about the office.

Standard office environment.

The annual base salary for this position ranges from $52,400 to $76,000. This salary range is a general guideline as MSD considers other factors when presenting an offer of employment, such as scope and…