Job Description

Duties:

• Responsible for the timely and accurate data entry and input of customer orders into our Enterprise Resource Planning (ERP) system.
• Enter and accurately process a high volume of daily orders (150 - 200 daily).
• Initiate customer contact via phone and or email communication on an as needed basis to verify order information.
• Provide exceptional service to inbound customers over the phone and via email to place new orders and provide availability and delivery information.
• Responsible for the electronic processing and exception handling of electronic orders in system.
• Consistently meet or exceed productivity and quality expectations to support legendary service targets and surpass customer satisfaction; Identify and solve any potential roadblocks that could affect those goals.
• Confidently navigate multiple system applications to deliver legendary service in every interaction throughout the order life cycle.
• Run reports generating order entry snapshots to keep team informed on daily progress and trending versus goals.
• Be an agent of change – listen to ideas, share thoughts, and work together to implement process improvements.
• Escalates customer issues to management.
• Provides ongoing data entry support to the Customer Care Department on an as needed basis. Assist Associate Customer Service Representatives with addressing customer expectations.
• Identify any discrepancies or potential obstacles that could impact on-time delivery to effectively communicate with the customer for a timely resolution.
• Be the subject matter expert on the intricacies and fulfillment criteria of multiple ordering platforms.
• Be familiar with the specific customer needs for various public and private research institutions.
• Properly route or address non-technical customer inquiries regarding delivery information of current and previous shipments, the status of their orders, and invoices.
• Maintain a professional level of privacy regarding confidential customer information.
• Actively participate in our daily department meetings, owning metrics and providing thoughtful insight and solutions to challenges.
• Become eligible to serve as a Qualified Trainer for the team.
• Other projects or responsibilities as may be required.

Skills:

• 2-3 years of applicable Customer Service experience
• 2-3 years of experience entering high volume of data or orders (150-200 daily)
• 2 years of experience with Enterprise Resources Planning (ERP) systems
• 2 years of experience with Customer Relationship Management (CRM) systems

Education:

• Bachelor’s Degree or equivalent combination of education and experience
• Proficient knowledge of Enterprise Resources Planning (ERP) systems
• Proficient knowledge of Customer Relationship (CRM) systems
• Proficient experience with EDI order processing
• Experience with multiple order source platforms
• A desire to enact change and strive for innovation
• Proficiency with 10-key
• Strong computer skills, minimum intermediate proficiency with MS Office programs
• Ability to work in a dynamic, fast-paced environment
• Independent self-started who strives to meet and exceed goals
• Strong attention to detail – accuracy is essential
• Proven excellent verbal/written communication
• Proven track record of de-escalating customer issues with sympathy and empathy

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