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Form of workJOB OBJECTIVE: Provide outstanding support to all internal and external customers worldwide. Ensure timely, accurate, and efficient service while building relationships with customers by providing high value, quality service.
CORE DUTIES:
1. Communicate and provide support to internal and external customers around the globe via telephone, chat, email, or other methods.
2. Provide assistance by answering questions and troubleshooting issues for global contacts.
3. Provide service to domestic customers by processing sales orders, providing order confirmation and tracking information within a timely manner.
4. Identify and troubleshoot discrepancies related to orders received via a variety of channels, including EDI (Electronic Data Interchange) and other electronic methods.
5. Process international orders from branches, distributors, and direct customers from the time of inquiry to paid invoice.
6. Prepare accurate and time sensitive export documents which meet US export regulations.
7. Coordinate logistics with other other departments and freight forwarding partners.
8. Handle post-shipment requests including processing of credits, debits, replacements, returns, etc.
9. Create, review, and update customer account records.
10. Monitor, follow up, and resolve open orders.
11. Identify and report any operational complaints according to Promega’s Complaint Handling Procedures.
12. Demonstrates inclusion through their own words and actions and is accountable for a safe workspace. Acts with kindness, curiosity and respect for others.
13. Embracing and being open to incorporating Promega’s 6 Emotional & Social Intelligence (ESI) core principles in daily work.
14. Understands and complies with ethical, legal and regulatory requirements applicable to our business.
KEY QUALIFICATIONS:
1. High School diploma or proven work experience that ensures you are ready to be successful in this role.
2. A minimum of two years Customer Service experience.
3. Ability to adapt, learn quickly, and multitask with interruptions.
4. Strong time management and organizational skills.
5. Exceptional written and verbal communication skills with proven ability to communicate in a clear and concise manner.
6. Strong focus on customer satisfaction with the ability to maintain patience, professionalism, and politeness in challenging situations.
7. Strong attention to detail.
8. Ability to work in an office setting within a structured, team environment.
PREFERRED QUALIFICATIONS:
1. Demonstrated ability to efficiently use Microsoft Office products.
2. Working familiarity with ERP software.
PHYSICAL DEMANDS:
1. Continuous use of headset and computer equipment simultaneously.
2. Ability to remain stationary for extended periods of time.
3. Ability to move from workstation to other areas of the building and throughout the campus.
At Promega, we value diversity and strive to create an inclusive workplace. We are proud to be an Equal Opportunity Employer, making employment decisions without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran status, disability, or any other protected class.
