Customer Service Representative

Job Description.

Designation Customer Service Representative.

Shift Timing-.

Summary of the Position.

The incumbent is responsible for receiving and processing customer quotes and orders daily for products which include 3800+ Reference Standards, and publication products.

The Customer Service Representative responds to customer inquiries via email and phone as assigned by Customer Service Management.

Resolves problem orders and investigates and documents complaints from customers.

Responsible for assisting domestic and international customers with complex order and fulfillment processes.

Responsible to manage Orders and other customer service responsibilities.

Roles and Responsibilities.

Answers daily customer correspondence via telephone, email from international customers.

Provides order assistance and product information.

Assists customers daily with the full order cycle, from quote and order entry into the ERP system to fulfillment.

Creates and sends Pro-Forma Invoices, quotes prices, and advises customers of product availability.

Meet daily targets of Order, Query and Quotes as assigned by CS Leadership.

Works with Distribution to coordinate the movement of products and shipments.

Investigates and resolves problems and complaints of varying complexity regarding fulfillment (claims, lost shipments, back-orders, as well as erroneous, damaged, or lost shipments).

Handle Quotes/Orders with Special Importing Requirements.

Build sustainable relationship of trust through open and interactive communications.

Responsible for maintaining a high level of professionalism with customers and working to establish a positive rapport with them.

Maintaining a positive, empathetic, and professional attitude toward customers always.

Documents customer feedback and complaints regularly as Service Requests in Oracle ERP system so that issues can be analyzed and resolved.

Identify and communicate trends that impact the customer experience in their day-to-day operations with Customer Service Management.

Conduct & participate in handover sessions for colleagues from next shift.

Maintain updated knowledge of all company products and services to provide adequate education to customers.

Contribute towards creation of Customer Service Training Documents.

Support with User acceptance testing (UAT) for new features/changes.

Assist Team Management with initiatives and projects as required.

Assists customers with Webstore registration and order issues/questions.

Helps translate and/or review translated documents.

Performs other related duties as assigned.

Basic Qualifications.

Bachelors in science, arts, commerce etc.

Minimum of three (3) years customer service, order processing or related experience.

Fluency in English required.

CEFR C2/C1 or GSE 80+.

An equivalent combination of experience and education may substitute.

Proficient use of Microsoft products (Excel, Word, Outlook).

Able to work flexible hours when needed.

Call center experience consumer or B2B customers.

Typing speed should be minimum 70 words per minute.

Preferred Qualifications.

Oracle ERP knowledge is desirable but not required.

Salesforce (CRM) is preferred.

Familiarity with Ariba or other EDI processes is desirable but not required.

Strong focus and proven ability to foster a great customer experience.

Exceptional Customer Service skills.

Exceptional multi-tasking ability while handling large volume of work with firm deadlines.

Excellent organization skills, problem solving skills, and attention to detail required.

Excellent time management and effective decisionmaking skills.

Excellent communication skills (written and oral).

Previous experience and proven track record for managing a high volume of email and phone calls.

Strong telephone skills, typing ability, accurate data entry skills.

Ability to work in a fast-paced environment.

Able to establish and nurture relationships with individuals of varying backgrounds.

Maintains composure and enthusiasm in stressful situations.

Exceptional team skills.

Must be able to work independently and in a team environment and to escalate issues as appropriate.

Prior experience in Pharma/Life Sciences/Chemicals/ Analytical Instrumentation would be preferable.