Customer Service Representative

Summary

Manages processing for all customer orders, ensures customer satisfaction with all correspondence and business transactions.

Essential Duties and Responsibilities

• Provide quotes based on corporate pricing guidelines, information and assistance to customers, actively promoting product and services.
• Ensure orders and activities are aligned with contracts.
• Process incoming customer purchase orders, creating sales orders in NAV, production folders and load oligo sequence profiles in to database.
• Send customer order acknowlegements.
• Manages contract database and assigned NAV data files.
• Negotiates split deliveries, partial shipments, closing orders short, increasing orders, dropship proposals, etc.
• Provide customers with status and tracking numbers for shipments.
• Address customer concerns.
• Acquire forecast data from customers and perform analyses on sales trend.
• Support outside sales with data and collect customer feedback.
• Provide input to Sales R&D based on market interest in new offerings and leads.
• Assists packaging and shipping as required.
• Analyze data and create synthetic reports.
• Provides feedback to Management with respect to competitive activity in the territory, customer feedback on product / service mix, new products and services offered by other companies related to our trade, distributor activities and other information that is likely to impact business.
• Facilitates Sales and Operations Planning meetings.
• Creates and improves work instructions and documentation of policies.
• Assists with related special projects, as required.
• Other duties as assigned.

Qualifications

The requirements listed below are representative of the knowledge, skill, and/or ability required.

• 2+ year working experience in a similar role - preferred, molecular diagnostics background is a plus.
• High school diploma required; Bachelor Degree in Marketing, Sales, Business or Communications - preferred
• Ability to analyze data and create synthetic reports.
• Strong communicator and negotiator, easily interacting with customers.
• Team player, with organization and planning skills.

• Strong attention to detail, organization and communication skills and easily interacting with others

  • Proficient with graphic design tools, such as Adobe Creative Cloud
  • Proficient with web design and content management tools, such as WordPress