Job Details

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

Equal Opportunity Employer: We are proud to be an equal opportunity employer. We welcome and encourage applications from all qualified candidates regardless of race, sex, gender identity or expression, disability, age, religion or belief, sexual orientation, or any other characteristic protected by applicable laws and regulations. It is our policy not to discriminate against any applicant or employee, and we are committed to fostering a diverse, inclusive, and respectful work environment across all locations in which we operate. We believe that diversity, equity, and inclusion are fundamental to our mission and enhance our ability to serve clients globally. If you have a disability or require any reasonable accommodations during the application or interview process, please inform your recruiter or contact us directly so that we can explore the appropriate arrangements.

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