Customer Service Support Representative

Overview
Come and join us as a Customer Service Support Representative.
This position pays $20-21/hr based on experience and qualifications.
Responsibilities
This position provides excellent internal account management to existing accounts in North America and international intercompany customers. Key responsibilities include: use data and relationships to grow existing assigned accounts, analyse and report on trends within these accounts, provide full-cycle order management; act as key liaison for providing account information to Account Executives and Regional Sales Managers.
Primary ways Customer Service Support Representative will contribute to the team:

• Input all assigned billing only customer orders, verify pricing, and resolve issues by maintaining excellent communication with team members, customers.
• Demonstrate detailed product-line knowledge, including genetics and strains to help answer customer questions, advice most suitable product, and process orders to meet research needs.
• Escalate issues to Outside Strategic Account Managers
• Print manifest, order edits, confirmations
• Ensure credits, rebills and invoices are processed accurately and in a timely manner including online portal entries
• Assist Accounts Receivables in account balance clean up when needed
• Create new addresses (in JDE and Salesforce.com) when needed
• Assist Tax department in obtaining updated tax exemption certificates from customers
• Enter customer complaints into Trackwise within same day to designated individual
• Understand air shipment processes and awareness of embargos
• Create internal monthly reports with billing/credit analyses
• Understand and adhere to all applicable ISO SOPs, work instructions and company policies
• Perform other duties as assigned

Qualifications
We are looking for the following from the Customer Service Support Representative :

• Able to effectively communicate verbally and in writing at a high level of sophistication with customers and cross functional support groups
• Intermediate level of Excel, PowerPoint, Word, and Outlook
• Typing speed of 40-60 wpm
• Video conferencing and telephony proficiency
• Ability to manage multiple computer screens while communicating by phone or email with customers
• Ability to effectively communicate through visualization including graphs and PowerPoint slides.
• Proven high-level organization and time management skills
• Demonstrated attention to detail to correctly process shipping and billing locations, delivery dates, and specific customer requirements
• Ability to process large volumes of information and prioritize duties under extremely busy conditions
• Ability to de-escalate a situation calmly, tactfully, and with diplomacy with an excellent, positive attitude toward Customer Service
• Ability to maintain a calm demeanour when under stress
• Ability to share knowledge with others in a professional manner
• Respectful of others even if they do not share your skills/knowledge/job role
• Able to connect with customers, co-workers, and support groups so they prefer to do business with you

*This position could be offered at different levels for candidates who qualify with a combination of advanced levels of education and/or years of experience. The salary range will adjust along with the level of the role to match the person's relevant experience and/or education level.
Inotiv is a growing contemporary drug discovery and development company where we "Play to Win" in an industry rich with opportunity. Together, we face challenges and together we win in the delivery of world-class drug discovery and development solutions that impact the health and well-being of people all over the world. There's an opportunity for everyone at all phases of a career, each individual's unique skill set has an impact on the work we conduct. If you have the talent and desire to impact the quality of people's lives, we have the career opportunities to make it happen. Join us in embracing research and science to impact the health and well-being of people all over the world.
Inotiv has been named a 2023 Top Workplace!
Salary will be commensurate with experience and responsibilities. Benefits include health and dental coverage, short- and long-term disability, paid time off, paid parental leave, 401K participation with company match, and more!
Inotiv is an Equal Opportunity Employer. It is our policy to provide a fair and equal employment opportunity to all persons, regardless of age, race, color, religion, gender, gender identity, sexual orientation, disability, national origin, veteran status, or any other basis prohibited by law. This policy governs all aspects of employment, including selection, job assignment, compensation, discipline, termination and access to benefits and training.
#LI-CK1