Customer Success Representative I

Job Description

LGC, Biosearch Technologies is looking for a customer-focused and detail-oriented Customer Success Representative I to join its U.S. customer service team. The 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 home-based role, expected to be based near the company's site in Middleton, WI.

PRIMARY DUTIES AND RESPONSIBILITIES:

• Respond quickly and professionally to customer inquiries, including pricing, availability, order status, shipping details, etc.
• Act as voice of the customer internally
• Process customers' orders for the designated LGC entity 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
• Process credit card payments when appropriate, 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 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
• Adhere to the requirements of the company's ISO 13485 quality management system
• Perform other duties as assigned to meet business needs

Qualifications

Minimum Qualifications:

• High school diploma or GED
• One year's experience in customer service or related field, preferably with a biotechnology or manufacturing organization
• Knowledge of ERP systems, preferably IFS
• Strong computer skills required, including working knowledge of Microsoft Office suite of products, particularly Word, Excel, and PowerPoint

Competencies & Behaviours:

• 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
• Highly approachable and courteous in speaking and engaging with customers
• Highly accurate and detail-oriented
• Aptitude to work in a complex and rapidly growing company
• Initiative and organizational skills are extremely valuable to ensure good customer service
• Resonate and operate in line with LGC's core value behaviors: Passion, Curiosity, Integrity, Brilliance, and Respect.