Customer Service Representative

Job Type
Full-time
Description
Who We Are
Koppert Biological Systems is the worldwide market leader in integrated pest management and disease management. The ongoing attempt to discover and utilize natural principles forms the backbone of Koppert's activities. Our strength lies in our ability to turn this knowledge into practical applications which contribute to finding solutions to prevailing problems. Koppert also believes in sharing knowledge and training staff and clients towards achieving sustainable horticulture and agriculture.
Do you enjoy a diverse and dynamic environment, love new challenges, and thrive in a casual and flexible atmosphere? We are looking for an enthusiastic individual to join our team and help us Partner with Nature!
Role Description
Customers are among our organization's most valuable assets. Every employee represents the company to our customers and the public. This is a fast-paced environment that requires accuracy, prioritizing, problem solving and collaboration across teams to be successful.
The Customer Service Representative (CSR) interfaces with our customers and various business & functional team members to deliver exceptional service to our customers. Through building successful relationships, the CSR will coordinate and align multiple internal resources and capabilities across the company. The CSR manages the entry of orders, from initial contact with our customer until the product arrives at the correct time, with the correct contents, and correct paperwork to the customer. They will work to build customer confidence and loyalty by establishing rapport and consistently resolving issues.
Responsibilities

• Execute activities as a dedicated CSR for our key client accounts across the U.S. by working directly with our customers and utilizing multiple channels of communication.
• Manage and process purchase orders received online, by phone, or by email to ensure orders are placed and billed appropriately.
• Monitor all requests to ensure they are accurately processed; maintain records of all customer interactions, transactions and complaints for continuous improvement initiatives.
• Identify the correct action to resolve customer complaints and issues; delegate any unresolved issues to the appropriate resource.
• Assist Customer Service, sales, and management teams with tasks including but not limited to document retrieval, shipment tracking, customer portal interaction, and various project support.
• Support our Production and Logistics team through our ERP system to ensure orders are filled accurately and exported in a timely manner to our customers.
• Monitor and trouble shoot supply chain shortages with sales team members and customers.
• Maintain communication with the accounting team to ensure proper documentation is in place for billing customers.

Requirements
Education and Experience

• 2 or 4-year business or science degree, or 3 years' experience working in an administrative/Customer Service function.
• Demonstrated commitment to excellence in Customer Service.
• High attention to detail and accuracy is priority.
• Strong problem solving capabilities.
• Highly skilled with time management and follow-up.
• Excellent communication skills, including active listening.
• Proficient in Microsoft Office (Excel, Word, PowerPoint).
• Knowledge with Customer Relationship Management (CRM) systems; Dynamics 365 and Microsoft - Customer Engagement experience is a plus.
• Service-oriented and able to resolve customer complaints.
• Proficient computer skills with the ability to learn new software.
• Knowledge of, or ability to learn, product, service, or area of Customer Service specialization.
• Basic knowledge of macro and micro biologicals within the agricultural segment considered a plus.

Physical Demands and Work Environment

• Typically in climate controlled office setting. May require extended periods of sitting, standing, and walking.
• Ability to travel up to 15% of the time for training purposes.

What We Offer
Koppert Biological Systems contributes to better health of people and the planet through our products to support global sustainability. The working atmosphere is informal. We are a family company and closely involved with everything that happens within and outside our company. We are consistently looking at ways of improvement and continuing to invest in our employees. This has made us pioneers in the international market when it comes to biological crop protection and sustainable cultivation systems.
Comprehensive Benefits Package to include medical, dental, and vision insurance, employer funded health savings account, tuition reimbursement, employer 401K match, life insurance, wellness program initiatives, employee assistance program, Volunteer Day, Koppert gear, and generous PTO!
Koppert Biological Systems is a veteran-friendly, Equal Opportunity Employer. Qualified applicants will be considered without regard to race, color, religion, gender, national origin, age, sexual orientation, marital or veteran status, disability, or any other legally protected status. If you want to join a global and growing organization submit your cover letter and resume. At Koppert, we learn something every day!