Customer Service Representative

Customer Service Representative

Element has an opportunity for a Customer Service Representative at our Greenville, SC site to perform order entry of incoming test requests and other scheduled tasks under direction of the General Manager. The Customer Service Representative consists of multiple responsibilities which help ensure centralized, consistent customer experience. This includes but is not limited to, professionally answering incoming calls and emails from internal and external customers, creating production and OTD reports, and communicating any issues with the customer.

Salary: $23- $26/hr DOE

Responsibilities

Utilize phone call / email handling processes to effectively communicate your role and the Element value proposition to incoming callers / web inquiries

Complete customer follow-up emails and phone calls as required each day

Receive incoming shipments & assist with customer pickup and return of samples

Review customer Purchase Order's (PO's), and enter work orders

Verify that orders received include all necessary paperwork to allow for proper testing of samples

Contact customers over PO discrepancies or to obtain additional test detail

Serve as a point of contact for customers, assisting them with order status updates

Work with Production and Laboratory personnel to expedite work

Alert staff to expedite/ rush work and follow-up on issues

Promptly address revised PO's for work in progress by entering the new PO's into the system and communicating changes to appropriate department supervisor

Ensures all work is performed in accordance with company safety and quality policies and procedures and regulatory agency regulations

Maintain solid and current knowledge of Element's service offering

Document all customer concerns, delegate to appropriate quality manager, and provide follow-up to ensure resolution of concerns

Act as a resource in routing customer questions / issues and follow up to ensure customer satisfaction and keep abreast of changing customer needs

Well-developed oral and written communication skills to meet a variety of communication needs

Ability to remain calm when faced with mounting pressure related to deadlines and multiple priorities

Ability to solve practical customer problems and interpret a variety of instructions, data and details furnished in written, oral, diagram, or schedule form

Other duties as assigned by General Manager

Skills / Qualifications

Associate degree in business administration or related field preferred

24 years of experience in customer service, order management, or administrative supportpreferably in a testing laboratory or technical services environment

Strong attention to detail with proven accuracy in data entry, documentation, and Purchase Order review

Excellent attention to detail

Ability to work independently

Ability to work well under pressure and meet tight deadlines without compromising the quality of work or safety

Proficient in Microsoft Office Suite (Word, Excel, Outlook)

Excellent written and verbal communication skills with the ability to manage client inquiries and coordinate across departments

Highly organized with strong multitasking and problem-solving abilities in a fast-paced setting, with commitment to safety, quality, and process compliance

Company Overview

Element is one of the fastest growing testing, inspection and certification businesses in the world. Globally we have more than 9,000 brilliant minds operating from 270 sites across 30 countries. Together we share an ambitious purpose to 'Make tomorrow safer than today'.

When failure in use is not an option, we help customers make certain that their products, materials, processes and services are safe, compliant and fit for purpose. From early R&D, through complex regulatory approvals and into production, our global laboratory network of scientists, engineers, and technologists support customers to achieve assurance over product quality, sustainable outcomes, and market access.

While we are proud of our global reach, working at Element feels like being part of a smaller company. We empower you to take charge of your career, and reward excellence and integrity with growth and development.

Industries across the world depend on our care, attention to detail and the absolute accuracy of our work. The role we have to play in creating a safer world is much bigger than our organization.

Diversity Statement

At Element, we always take pride in putting our people first. We are an equal opportunity employer that recognizes diversity and inclusion as fundamental to our Vision of becoming "the world's most trusted testing partner".

All suitably qualified candidates will receive consideration for employment on the basis of objective work related criteria and without regard for the following: age, disability, ethnic origin, gender, marital status, race, religion, responsibility of dependents, sexual orientation, or gender identity or other characteristics in accordance with the applicable governing laws or other characteristics in accordance with the applicable governing laws.

The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor's legal duty to furnish information. 41 CFR 60-1.35(c)

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