Customer Service Representative

Job Description

Job Description

Job Title: Customer service representative
Location: 5602 Research Park Blvd, Suite 210 Madison, WI-53719

Shift:  M – F, 8am – 5pm

Description:

• Good customer service skills
• Good computer skills
• Entry level position, no prior knowledge or previous experience required. Typically HS diploma/equivalent is required.
• Role related to the sales and marketing of Merck's products, maximizing value from the sale of products, and the identification and fostering of alliances and new business opportunities. Provides internal and external customers with services via telephone in a variety of topics requiring specific technical knowledge.

Impact: Limited impact on others.

Complexity: Uses clearly defined procedures to perform basic, repetitive, manual tasks.

Accountability/ Independence : Accountable for efficiency and accuracy of own routine day-to-day task execution; works under close supervision with little autonomy.

Experience : Does not require any formal training or prior experience other than training-on-the-job.

Organization : Typically reports to a manager role or Project Manager role (for a defined period of time) based on organizational set-up, will have a lead person for day-to-day guidance.

The role responsibilities are the following:

- Accurately process phone, email, EDI, and web orders for domestic and international shipping in ERP software - i.e., Business Central

- Answer customer phone and email inquiries.

- Initiate contact with customers regarding questions or clarifications about orders.

- Generate lot number and pick list information to support the Shipping department.

- Email and mail invoices for daily orders.

- Maintain customer order documents accurately.

- File departmental information appropriately.

- Use ERP software to process payment for credit card payments for orders.

- Work with EDI system to receive purchase orders and send required documents to trading partners.

- Process sample requests.

- Close out the business day by posting invoices.

- Communicate with and assist other Mirus Bio departments.

- Attend meetings as requested or required.

- Complete tasks and training in the Quality Management System.

- Assist with general office duties/company needs as requested and required.

- Demonstrate behavior outlined within the Mirus Bio Employee Handbook.

- Perform other duties as assigned by Head of, Field Applications and Support and the Senior Customer Service