Customer Service Representative

The Customer Service Representative 1 provides accurate, timely, and professional transactional support to customers by executing standard order management, quoting, invoicing, and customer communication activities. Customer Service 1 candidates will be successful through mentoring and leadership within the department, and by having a basic understanding of internal systems, entry-level responsibilities, soft skills, and sales lead identification. This role focuses on independently adhering to established procedures, quality standards, and customer operations expectations.

Key Responsibilities:

• Order Entry
  - Accurately process standard customer orders using established order management systems, and standard work.
• Account Creation
  - Set up and maintain accurate customer account information.
• Entered Status Management
  - Monitor and advance orders through the workflow.
• Order Status Updates
  - Provide timely order and shipping information to customers and teams utilizing the internal tracking systems.
• Invoice Reprints
  - Fulfill customer requests for invoice copies.
• Phone Support
  - Handle inbound calls, resolve issues, and document interactions.
• Hot Order Requests
  - Submit and track urgent or escalated orders per VOC.
• Lead Submittals
  - Assist with leads and opportunistic sales support activities within defined scope.
• Other duties as assigned.

Customer Service Representative 1

The Customer Service Representative 1 provides accurate, timely, and professional transactional support to customers by executing standard order management, quoting, invoicing, and customer communication activities. Customer Service 1 candidates will be successful through mentoring and leadership within the department, and by having a basic understanding of internal systems, entry-level responsibilities, soft skills, and sales lead identification. This role focuses on independently adhering to established procedures, quality standards, and customer operations expectations.

Key Responsibilities:

• Order Entry
  - Accurately process standard customer orders using established order management systems, and standard work.
• Account Creation
  - Set up and maintain accurate customer account information.
• Entered Status Management
  - Monitor and advance orders through the workflow.
• Order Status Updates
  - Provide timely order and shipping information to customers and teams utilizing the internal tracking systems.
• Invoice Reprints
  - Fulfill customer requests for invoice copies.
• Phone Support
  - Handle inbound calls, resolve issues, and document interactions.
• Hot Order Requests
  - Submit and track urgent or escalated orders per VOC.
• Lead Submittals
  - Assist with leads and opportunistic sales support activities within defined scope.
• Other duties as assigned.

Required:

• Ability to independently complete defined entry-level customer service tasks with accuracy and consistency
• Strong attention to detail and adherence to documented procedures
• Basic proficiency with order management, quoting, and customer communication systems
• Demonstrated computer proficiency required.
• Ability to adapt to a fast-paced contact center environment, with strong emphasis on multi-tasking while actively listening to customers.
• Utilizes resources and display strong ownership skills.
• Uses courteous & effective verbal and written communication skills.
• High School diploma required. Associate's or Bachelor’s degree preferred.

• Prior experience in a customer service, order management, and or transactional support environment.
• Familiarity with CRM or ERP systems.
• Experience with Microsoft office, Salesforce and Oracle preferred but not required.

• Duties are primarily performed in an office or remote work environment
• May require prolonged periods of sitting and use of standard office equipment

Hach is an equal opportunity employer and is committed to building a diverse and inclusive workforce. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, protected veteran status, or any other legally protected characteristic.

The statements above are intended to describe the general nature and level of work being performed by individuals assigned to this position. They are not intended to be an exhaustive list of all…