Customer Service Support Specialist

Purpose of Role / Job Summary

This position provides excellent internal account management to existing accounts in North America and international intercompany customers.

Key responsibilities include:

Evaluate and input billing daily. Verify Pricing.

• Able to effectively communicate verbally and in writing at a high level of sophistication with customers and cross functional support groups
• Excellent computer, keyboarding and data entry skills including proficiency with: JDE, Workday, Teams, In Contact
• Intermediate level of proficiency with Excel, PowerPoint, Word, and Outlook
• Ability to manage multiple computer screens while communicating by phone or email with internal customers
• Knowledge of production within Research Models and Services
• Models and Locations
• Products and Services
• Ability to attain competency level 2 or higher in the following:
• Customer Master review and knowledge
• Customer Restrictions review
• View Customer Route
• View Special Pricing
• Dedicated to the humane and ethical care of research animals
• Motivated, positive, can-do attitude with significant focus on meeting customer needs
• Proven high-level mental organization and time management skills
• Demonstrated attention to detail to correctly process shipping and billing locations, delivery dates, and specific customer requirements
• Ability to process large volumes of information and prioritize duties under extremely busy conditions
• Ability to de-escalate a situation calmly, tactfully, and with diplomacy with an excellent, positive attitude toward customer service
• Ability to maintain a calm demeanor when under stress
• Ability to share knowledge with others in a professional manner
• Able to be approached by co-workers for assistance
• Respectful of others even if they do not share your skill’s/knowledge/job role
• Able to connect with customers, co-workers, and support groups so they prefer to do business with you
• Ableto recognize and address areas for improvement to strengthen your performance and position.
• Ability to limit non-productive activities to stay focused on work even when unsupervised
• Willing to go the extra mile for a customer even if you are inconvenienced
• Ability to not let circumstances either personal or professional affect your productivity and relatability at work

Key Accountabilities

• Accurate and prompt completion of all billing and credit orders
• Less than .1% error rate on order entry and processing of all invoices, credits and rebills
• Reasonable response time or acknowledgement of email request based on guidelines set by supervisors/managers
• Initiate credit/ rebill requests within 48 hours or less based on severity of issue
• Provide high level of professional service to exceed expectations of our customers (Customer Survey feedback – very satisfied)
• Hybrid Role
• Other special projects and duties as assigned

Minimum Requirements

Education & Experience

Skills & Abilities

• Excellent computer, keyboarding and data entry skills.
• Demonstrated attention to detail
• Excellent verbal and written communication skills
• Works as a team player

Working Conditions & Physical Requirements

• Extended computer and display screen usage.
• Ability to read, interpret materials, and communicate effectively.

Critical Success Factors

• Results Driven. Internal drive toward action to efficiently, timely, and accurately achieve results. Sets high but achievable standards for self and others. Seeks opportunities to improve process and outcomes. Constantly reviews performance to identify areas to develop.
• Efficient.Take responsibility for own time and effectiveness. Identifies what needs to be done and does it before being asked or before the situation requires it. Able to work things out without having to be shown too often. Seeks…