Job Details
** Customer Service Rep II**
**Job Category****:** Sales/Customer Service **Requisition Number****:** CUSTO001847 Showing 1 location **Job Details**
**Description**
POSITION SUMMARY:
Provide professional, courteous, customer-centric service to the MSD customer base. This position will directly interact with various customers and interface with multiple internal departments to facilitate the processing of quotes, orders and customer requests to allow for timely shipping of MSD products worldwide.
DUTIES AND RESPONSIBILITIES:
Customer Relations
o Address customer inquiries and complaints with possible solutions in a timely fashion
o Coordinate and communicate order status updates throughout the order process cycle
o Communicate product information, pricing and ordering information to prospective customers
Order and Quote Processing
o Process customer quotes and orders received by phone, fax and/or email
Interdepartmental Communication
o Communicate order requests, tracking updates and shipping information to sales representatives and other internal departments
o Collaborate with other departments to facilitate order fulfillment and invoicing
Specific duties may vary depending upon departmental requirements
EXPERIENCE AND QUALIFICATIONS:
Bachelors degree required
o Additional years (5) of experience may be substituted for a degree
Minimum 2 year experience supporting sophisticated and diverse customers
Experience with other businesses and ERP systems a plus
o Experience with JD Edwards software is highly preferred
Proficiency with standard office equipment (phone, fax, computer literate, etc.)
A Life Sciences background is a plus
Experience in a call center environment is a plus
Ability to speak a second language, in addition to English, is a plus
A demonstrated level of consistency in performance and aptitude for managing additional responsibility and accountability are required for next level consideration
KNOWLEDGE, SKILLS AND ABILITIES:
Complete understanding and demonstrated proficiency of key Customer Service functions:
o Order entry and management
o Quote preparation,
o Customer phone and grammatically correct email communications
o Overall understanding of the sales process from conception to completion
Demonstrated proficiency and complete utilization of CRM and inventory management ERP systems
Excellent oral, written communication and interpersonal skills
o Ability to discuss product, pricing and order information with the customer
o Strong customer service skills including detail-oriented follow up with customers and other internal personnel
o Demonstrate professional etiquette and courtesy and ability to build strong relationships
o Track record of successfully handling escalated customer interactions
o Effectively communicate issues/problems and results that impact timelines, accuracy and status of customer order data
o Perform basic mathematic calculations correctly
Logical problem solving and demonstrated ability to organize and move project tasks forward in an orderly and structured fashion
o Ability to identify and effectively address customer concerns with a sense of urgency and with customer service orientation
Proficiency in MS Office
A wide degree of creativity and latitude is expected including the ability to multi-task and work productively in a demanding customer service environment with changing priorities
PHYSICAL DEMANDS:
This position requires the ability to communicate and exchange information, utilize equipment necessary to perform the job, and move about the office.
WORK ENVIRONMENT:
Standard office environment
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