Customer Service Rep II

Customer Service Rep II

Location: San Diego, CA 92121 Pay rate: $23.00 - $24.00/hr Work schedule: Hybrid structure | Monday and Friday remote, Tuesday through Thursday on-site. Full-time 8-hour shifts with flexible start times between 6:00 AM and 8:30 AM.

Overview

The Customer Service Representative II will join the BioLegend North America Customer Care team to support operations during a major ERP system implementation (Microsoft Dynamics 365). This role is centered on high-volume, repetitive data entry, requiring an energetic and detail-oriented professional to process an individual share of 150 to 200 orders daily out of a collective 1,100 department orders. The team operates with a continuous improvement mindset and seeks an adaptable self-starter who can confidently navigate multiple software systems while maintaining exceptional delivery accuracy.

Job Specifications

Key Responsibilities:

• High-Volume Order Entry: Enter and accurately process a high volume of incoming customer orders (150200 daily) received through email and ticketing systems into the Enterprise Resource Planning (ERP) platform.
• Inbound & Outbound Customer Care: Provide exceptional, professional service to inbound customers via phone and email regarding new orders, product availability, invoices, and delivery tracking. Initiate contact with buyers as needed to cross-verify missing order parameters.
• System & Exception Handling: Manage the electronic processing and exception handling of electronic orders (EDI) across multiple specialized ordering platforms.
• Discrepancy Resolution: Identify data discrepancies, pricing mismatches, or logistical obstacles that could threaten on-time delivery; communicate swiftly with the customer to reach a resolution and escalate complex issues to management.
• Performance Tracking: Run routine system reports generating order entry snapshots to monitor daily progress, keep the team informed, and track output trending against corporate targets.
• Training & Collaboration: Participate actively in daily department meetings by owning personal metrics, providing insight into logistical challenges, and eventually qualifying as a department trainer to assist associate representatives.
• Process Improvement: Act as an agent of change by contributing solution-oriented ideas to implement workflow efficiencies and optimize system tools.

Must Have Skills / Requirements:

• Data Entry Mastery: 23 years of verifiable experience inputting high-volume data and orders (150200 daily) with a strict focus on data accuracy and quality metrics.
• System Experience: Minimum 2 years of practical experience navigating Enterprise Resource Planning (ERP) systems and Customer Relationship Management (CRM) tools.
• De-escalation Capabilities: Proven track record of de-escalating customer issues with a sympathetic, empathetic, and professional approach.
• Technical Software Skills: Strong computer proficiency, including intermediate-level mastery of the Microsoft Office Suite.
• Adaptability: Comfort working independently in a highly dynamic, fast-paced corporate environment while maintaining a strict level of privacy regarding confidential customer records.

Preferred Qualifications:

• Prior proficiency with 10-key data entry.
• Hands-on experience with Electronic Data Interchange (EDI) order processing and handling multiple order source platforms.
• Experience supporting clients within public and private research institutions.

Education & Experience:

• Experience: 23 years of applicable customer care or order processing experience.
• Education: Bachelor's degree or an equivalent combination of education and professional experience is preferred.

Benefits (employee contribution):

• Health insurance
• Health savings account
• Dental insurance
• Vision insurance
• Flexible spending accounts
• Life insurance
• Retirement plan

All qualified applicants will receive consideration for employment without regard to age, race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran. Rate of pay within the stated range will depend on the qualification of the applicant. We also consider qualified applicants regardless of criminal histories, consistent with legal requirements. Pursuant to applicable state and municipal Fair Chance Laws and Ordinances, we will consider for employment-qualified applicants with arrest and conviction records. For Los Angeles, CA applicants: Qualified applications with arrest or conviction records will be considered for employment in accordance with the Los Angeles County Fair Chance Ordinance for Employers and the California Fair Chance Act.