Customer Service Representative

Job Description

LGC, Biosearch Technologies is looking for a customer-focused and detail-oriented Customer Service Representative to join its U.S. customer service team. The Customer Service Representative's duties and responsibilities include primary contact for processing all incoming orders and inquiries via telephone, email, direct order entry and electronic data interchange systems.

This is a remote-based role, expected to be based near the company site in Middleton, WI.

PRIMARY DUTIES AND RESPONSIBILITIES:

• Respond quickly and professionally to all customer inquiries, including pricing, availability, order status, shipping details, etc.
• Process customers' orders and ensure completeness of specifications, prices, location, and other relevant information for both product and custom orders
• Assess individual customer requirements and direct activities to appropriate departments
• Acknowledge customer orders; advise customers on order changes, order status, backorders, quote prices, and any other changes; process and route orders for shipping
• Maintain the customer database system (CRM) by entering new customer leads or by updating customer information as may be required
• Process credit card payments using payment portal, ensuring privacy of customer's account information
• Provide required documentation related to each particular order to meet shipping schedules (i.e. material safety data sheets, certificates of analysis, custom orders etc.)
• Utilize sales order entry system, catalogs, price lists and sales aids to provide accurate information to customers, including interpreting quotes and promotions and credit policies
• Follow established service quality standards and meet order accuracy standards; adhere to departmental SOP's and training guidelines
• Conscientiously learn requirements of the ISO 13485 quality management system and diligently follow the terms of a quality contract
• Other duties as assigned

Qualifications

• High school diploma or GED
• One year's experience in customer service or related field
• As the frontline to our internal and external customers, the ideal candidate must be highly focused on customer service, proactive, and able to problem solve effectively
• Demonstrated effective time management skills
• Excellent written and oral communication skills
• Strong multitasking, time management, and problem solving skills
• Demonstrated good professional judgment, tact, and diplomacy in dealing with internal and external customers as well the ability to handle confidential and/or proprietary information
• Ability to work independently as well as part of a team with minimal guidance or supervision
• Professionalism and courtesy
• Highly accurate and detail-oriented
• Aptitude to work in a complex and rapidly growing company
• Knowledge of Microsoft Office Products and ERP systems
• Accuracy is required in performing all functions of this position; initiative and organizational skills are extremely valuable to ensure good customer service