Customer Service Representative Ii - San Diego, United States - Revvity

Revvity

Verified Company

San Diego, United States

2 weeks ago

Posted by:

Mark Lane

beBee recruiter

Description

What does science and service mean to you? For our Customer Care Team, it is a chance to be a part of legendary discoveries - from research to cure.

Our team recognizes that with each customer served and each order processed, we are making a difference.

Being a part of BioLegend's Customer Service Team means being at the forefront, showcasing legendary service and translating our iACT culture into tangible results for our customers.

On our team, you can expect a dynamic and fast-paced atmosphere.

You will be a part of an inclusive and collaborative environment where peers from all different walks of life come together with one common goal - providing our customers with Legendary service.

At BioLegend, you will enjoy the perks of a state-of-the-art campus including outdoor yoga classes, fitness center, wellness rooms, a Café with a variety of hot and cold meals, a buffet, and more

Essential Functions
Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

The BioLegend North America Customer Care team is looking for a motivated, innovative, and energetic individual to join our team.

With a mindset of always being open to improvement, we are looking for someone to perform these job duties and who looks at how we can improve them.

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 daily).
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.
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 ontime delivery to effectively communicate with the customer for a timely resolution.
Be familiar with the specific customer needs for various public and private research institutions.
Properly route or address nontechnical 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.
Nothing in this job description restricts management's right to assign or reassign duties and responsibilities of this job at any time._

iACT Competencies
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innovate

Be better, keep improving, be more efficient, creative, and be in the forefront of development

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Aspire

Have desire, purpose, and ambition challenging ourselves to push the limits and reach new heights

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Collaborate

Foster teamwork, common goals, selflessness, communication and mutual support

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Transform

Adapt, learn, reinvent, and change for future development and growth

Minimum Qualifications -
Education and Experience

23 years of applicable Customer Service experience
23 years of experience entering high volume of data or orders daily)
2 years of experience with Enterprise Resources Planning (ERP) systems
2 years of experience with Customer Relationship Management (CRM) systems
Strong computer skills, minimum intermediate proficiency with MS Office programs
Ability to work in a dynamic, fastpaced environment
Independent selfstarted who strives to meet and exceed goals
Strong attention to detail accuracy is essential
Proven excellent verbal/written communication
Proven track record of deescalating customer issues with sympathy and empathy

Preferred Qualifications - Education and Experience

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 10key

Work Environment & Physical Demands - Office
While performing the duties of this job, the employee regularly works in an office setting. Occasional exposure to a laboratory and