Job Description
- Supporting customers via e-mail, phone, and other channels.
- Actively listen and identify customer needs and concerns to effectively provide top tier service.
- Investigates customer inquiries and identify proper course of action.
- Attends vendor and department meetings for continued learning including product training, product documentation, product compliance and other functions that relate to work duties.
- Responsible for providing product documentation support including manuals, data sheets, quality certificates and others as needed.
- Assists customers in buying decisions, consistently recognizing, and offering cross-sell/upsell opportunities.
- Processes and updates customer orders/quotes and/or changes orders/quotes in a timely and accurate manner meeting departmental productivity metrics.
- Responds to post-order Customer Service requests such as handling customer issues and complaints; returns and communicates anticipated delays and actions being taken to provide a resolution in a timely manner. Makes returns/or replacement decisions to resolve customer issues or complaints as needed.
- Responsible for national security requirements and export compliance of all transactions.
- Performs other duties as assigned.
- Minimum of a High School Diploma is required.
- 3 to 6 months of prior Customer Service experience preferred.
- Proven ability using the Internet and Microsoft Office (Outlook, Word, Excel, PowerPoint), with ability to learn other software as needed.
- Aptitude to learn and comprehend scientific vocabulary/terminology.
- Thrives in a fast-paced, collaborative environment, efficiently works under pressures, within deadlines or other time essential constraints.
- Excellent communication skills, both written and verbal, to communicate to all levels of the organization clearly and concisely.