E-Customer Service Rep

Job Summary:

The Customer Service Representative (CSR) serves as a primary contact for customers, addressing inquiries, resolving complaints, and ensuring satisfaction with the organization’s products and services. This role includes periodic outreach to existing customers to assess their satisfaction and foster strong relationships. The CSR is responsible for accurate order entry, including verifying product details, pricing, shipping methods, and lead times to ensure on-time delivery.

Working closely with internal departments, the CSR ensures all orders are processed efficiently and accurately. A thorough understanding of the organization’s policies, procedures, practices, and products is essential to effectively meet customer needs and uphold organizational standards

Essential Job Functions:

Perform data entry to process customer purchase orders, sales invoices (as backup), new customer setups, and other relevant data with accuracy and efficiency.

Update and maintain order statuses in the ERP system, ensuring data integrity and accessibility.

Monitor and manage open orders

Process purchase orders and pricing requests, ensuring alignment with customer specifications and organizational standards.

Coordinate and communicate effectively with customers and internal departments to process job orders and ensure timely delivery.

Provide accurate information about product availability, delivery timelines, and pricing details to customers.

Recommend alternative products based on cost, availability, or specifications to meet customer requirements.

Educate customers on product terminology, features, and benefits to enhance sales and satisfaction.

Address and resolve customer concerns and inquiries promptly, functioning as a liaison between the company and customers.

Make periodic calls to existing customers to assess satisfaction with products, services, and the organization.

Manage existing customer accounts, ensuring their needs are met and fostering long-term relationships.

Monitor and report on backlog orders, providing visibility into outstanding orders and ensuring timely resolution.

Prepare professional correspondence, memoranda, emails, and faxes, utilizing individual initiative and adhering to organizational standards.

Perform general clerical duties, including filing, photocopying/scanning, faxing, and mailing, while maintaining a highly organized filing system.

Serve as a second-level backup in preparing customer sample requests and packets, ensuring accuracy and completeness.

Serve as a second-level backup for answering and screening telephone calls, taking accurate messages with a high degree of professionalism and courtesy.

Work closely with the Commercial Operations Administrator and other departments to meet customer requirements and ensure smooth operations.

Provide backup support in preparing customer sample requests and product packets.

Demonstrate a high level of professionalism in handling confidential and sensitive issues.

Uphold organizational policies and procedures in all customer and internal interactions.

Provide back-up assistance for team tasks, ensuring seamless operations during absences or high-demand periods.

Assist leadership in ad-hoc tasks and special.

Education:

Associates Degree or technical certification/licensure, two to four years related experience or equivalent combination of education and experience.

Experience:

3+ years Customer Service or inside sales experience in technical or life science field preferred.

Must have excellent customer service skills that include Active Listening, Dependability, Effective Communication, Empathy, Patience, Problem Solving, Responsiveness, and Technical Knowledge for addressing customer needs and ensuring they have a good experience.

A self-starter approach but with the ability and desire to learn quickly and become a versatile team player

Knowledge of ERP software (Sage ) preferred.

Proficient with Microsoft Office required (Outlook, Excel, Word)
Experience working in a manufacturing environment

Proficient with Microsoft Office required, advance excel and pivot skills

Working knowledge of data collection, data analysis, and evaluation.

Able to manage priorities and workflow and with strong organizational skills.

Possesses versatility, flexibility, and a willingness to work within changing priorities with enthusiasm.

Acute attention to detail.

Must be able to understand and follow written and verbal instructions.

Good judgment with the ability to make timely and sound decisions

Other skills and abilities required include:
1. To perform this job successfully, the individual must perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and ability required. Reasonable accommodations could be made to enable individuals with disabilities to perform the essential functions.
2. LANGUAGE

SKILLS:

Ability to read, analyze and interpret general business periodicals, professional journals, technical procedures, or governmental…