Customer Service Advocate

Summary

We are seeking a Customer Service Representative who is ready to provide exceptional service to our customers. In this role you will identify and help implement critical, workable solutions for our customers. You will be responsible for; coordinating and managing customer orders, problem resolution, providing technical product information, and ensuring that our customer’s needs are timely addressed. This position will also assist with customer and business related projects.  

Essential Duties and Responsibilities

• The primary function of the CSA is to provide outstanding service and complete customer satisfaction to existing and prospective customers while working within established processes and procedures.
• Seek to purposefully identify issues, consider alternative solutions, and take corrective action to resolve problems. Provide support/service to the customer as well as communicating status to all parties involved.
• Collaborate with and support team members. Participate in group problem solving and team activities.
• Serve as a liaison between external customers and internal functions to ensure customer satisfaction.
• Proactively communicate to customers and Sales Operations with a sense of urgency and professionalism. Handle all customer inquiries regarding delivery, availability of product, shipping information, expedites, etc.
• Processes Purchase Orders, change orders, lab requests, and quotes for assigned accounts according to established department policies and procedures.
• Addresses and resolves customer inquiries, problems and complaints regarding products, quality, delivery, etc. inclusive of complex and/or escalated customer concerns and inquires.
• Provides support to Sales Operations per assigned accounts according to departmental policies and procedures. Partners with Sales Operations to investigate and resolve customer concerns. (i.e. quality and delivery).

You will love it here if...

• You are seeking to work within an innovative, high energy, growing organization.
• You work well with others, promote collaboration and knowledge sharing.
• You are highly self-motivated with the ability to work independently as well as with a team.
• You pay great attention to detail and are well organized.

Qualifications

• College degree preferred
• Two plus years of customer service experience required
• Experience working with technical manufacturing, engineering or B2B is a plus
• Strong detail orientation, including ability to think critically, and adeptly analyze problems
• Ability to prepare professional/accurate correspondence
• Ability to communicate effectively and professionally with customers as well as team members within the organization
• Demonstrated decision making, analytical and problem solving abilities
• Proficient in the use of Microsoft WORD and EXCEL

Work Setting:

• This is a hybrid position
• Limited travel may be required at 5% of the time per year

Apply here!