Customer Service Representative

Title: Customer Service Representative

Location: Lenexa, KS 66215

Duration: 9 months contract

Direct Client

Shift: Monday to Friday - 7am to 3:30pm / 8am to 4:30pm

Job Summary:

Responsible for inbound call traffic into Microbiology Division (MBD) Customer Service from both internal and external customers. Provide order entry and schedule agreement support and resolutions to external and internal customers. Handles all customer inbound related calls to include tracking, order status, notifications, and escalated issues. Handles customer order concerns by providing customer world class Customer Service and meeting customer scheduling expectations. The Customer Care Specialist is responsible to provide outstanding service to both external and internal clients to achieve business goals and objectives.

Key Responsibilities:

• Handles and responds to all inquiries of customer problems, orders and general inquiries for all issues related to order fulfillment, including schedules changes, and delivery timelines. Inquiries occurs via a variety of channels – including phone, e-mail, or other channels.
• Efficient and accurate entry of orders.
• Owns customer issues and resolves sophisticated or difficult customer queries and works with a wide range of stakeholders including Operations, Technical Support, Logistics, Purchasing and Sales and Marketing to ensure timely issue resolution.
• Provide account management for customers to ensure satisfaction is achieved and business objectives met.
• Strives to exceed set service levels and Individual/Department/Company Targets.
• Handles all queries within the established process
• Provide proactive communication regarding product availability, supply chain delays or other issues to the assigned customers, sales team, and internal personnel.
• Reallocate product based on inventory levels to meet scheduling agreements requirements, as needed
• Strives to continuously improve the processes they work with as well as how they deliver service to the customers, using defined company methodology
• Participates with team members to improve communications, accountability and team success
• Participates in the departmental training plan and contribute to a focus on continuous personal improvement
• Effectively plans and prioritizes workload every day to avoid backlogs.
• May be required to perform other related duties as required and/or assigned by Manager

Minimum Requirements/Qualifications:

• High school graduate or equivalent required; Bachelor’s degree is preferred
• 2+ years of related Customer Service experience required
• Demonstrate working knowledge of personal computer applications such as Microsoft Office Tools. Knowledge of ERP Systems
• Ability to identify, solve problems, and multi-task
• Ability to diffuse customer dissatisfaction
• Detail oriented
• Beginner level with Excel
• Troubleshooting experience
• Takes initiative
• Team oriented
• Flexible with scheduling and re-prioritization to assist with meeting deadlines

Job Type: Contract

Pay: Up to $21.00 per hour

Shift:

• Morning shift

Weekly day range:

• Monday to Friday

Work setting:

• In-person

Experience:

• Inbound Customer Service: 3 years (Preferred)

Ability to Relocate:

• Lenexa, KS: Relocate before starting work (Required)

Work Location: In person