Customer Service Representative

BRIEF DESCRIPTION

Join our dynamic and evolving customer service team! We are in an exciting period of growth and transformation, enhancing our processes to better serve our customers. As a Customer Service Representative , you'll play a key role in ensuring accurate and timely order entry, root cause problem analysis/resolution, and customer impact management. If you're looking for an opportunity to contribute your ideas, grow with a team that values continuous improvement, and make a real impact on the customer experience, we'd love to hear from you!

Job Title: Customer Service Representative

Location: Brooklyn Park, MN (Hybrid 3 days in-office 2 days remote)

Hours: 8:30am - 5:00pm CST

Comp: $23-28/hour

Responsibilities:

• Order & Quote Entry: Accurately enter sales orders and chemical/reagent quotes to support successful order fulfillment and invoicing. Communicate with the Sales Team and customers to gather necessary information and update customer records as needed.
• Customer Support: Respond to phone, email, and web inquiries from customers, sales teams, and internal departments in a timely and professional manner. Use critical thinking and decision-making skills to resolve time-sensitive issues, including lost account closures, order follow-ups, and return processing. Provide training or guidance to the Sales Team when necessary.
• Returns, Credits, and Credit Rebills: Process returns, credits, and credit rebills accurately, including investigation and obtaining necessary approvals.
• Key Performance Indicators (KPIs): Meet all established KPIs related to individual and team performance. Provide input for new or updated KPIs to enhance department efficiency.
• Other Duties as Assigned: Perform additional responsibilities as needed to support the team and department

Qualifications:

• Education/Experience:
  • Associates Degree and a minimum 2 years of professional Customer Service Experience, or 4 years Customer Service related experience.
• Knowledge, Skills and Abilities:
  • Strong problem-solving skills
  • Strong communication and interpersonal skills.
  • Ability to multi-task and work in a fast-paced environment.
  • Strong organizational skills.
  • Strong computer skills including exposure to Microsoft Office
  • ERP software experience is a plus
  • Excellent order entry experience and attention to detail
  • Experience with returns and return processes

Equal Opportunity Employer, including Veterans and Individuals with Disabilities