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SalaryHow you will make an impact
This is a customer-facing role where you will be able to answer questions regarding the product catalog, process customer orders and provide order updates, and support other general Customer Service inquiries. This position is ideal for someone with some previous experience in Customer Service entering orders and is looking to advance their career in a growing team.
What will you do?
- Enter customer orders, with a high degree of accuracy, from email, phone, fax, and website into Sales Ordering System.
- Check product lot information, product availability, and enter/manage any customer specifications for order fulfillment.
- Provide exceptional service to customers over the phone, via email, and via online chat. Address non-technical inquiries related to order delivery information, order status, invoice status and issues, product applicability to a customer’s application, and resolve any issues that may arise.
- Support customer requests for MSDS, backorder reports, data sheets, and general product information.
- Proactively manage and stay on top of customer orders, requests, and issues until 100% resolved.
- Answer and direct incoming phone calls, as well as actively reaching out to clients and our suppliers when applicable, such as needing to obtain technical information.
- Other duties as assigned.
Position Requirements:
- Minimum of 2-3 years Customer Service experience in a life science reagent or biotech company.
- Experience with ERP and ticketing systems, ideally NetSuite and Freshdesk.
- Energized by directly interacting with and helping customers via online chat, phone, and email.
- Strong troubleshooting ability, knowing how to utilize the various systems and team members around you to obtain the information that will support a customer’s inquiry or issue.
- High sense of urgency to support customers in a timely manner.
- Strong experience with Excel (formulas, entering data).
- High attention to detail – accuracy is essential to success.
- Strong oral and written communication skills, able to engage customers with sympathy and empathy.
Additional Requirements:
- Ability to work efficiently and accurately with minimal supervision.
- Ability to be resourceful in learning and finding solutions to new problems and questions.
- Able to learn quickly and multi-task.
- Exceptional drive to learn and take on new tasks.
- High level of critical thinking and ability to solve problems.
Working Conditions:
- Some heavy lifting, kneeling, squatting, etc. may be required
- Location is based in San Diego, CA
You must be authorized to work in the United States without restriction or sponsorship
Job Type: Full-time
Pay: $23.00 - $26.00 per hour
Expected hours: 40 per week
Benefits:
- 401(k)
- Dental insurance
- Flexible schedule
- Health insurance
- Paid time off
- Vision insurance
Experience level:
- 2 years
Shift:
- 8 hour shift
- Day shift
Weekly day range:
- Monday to Friday
Work setting:
- Hybrid work
- Office
Work Location: Hybrid remote in San Diego, CA 92121
