Customer Success Representative

Customer Success Representative

Are you passionate about delivering world-class customer service? Join LGC as a Customer Success Representative and play a crucial role in our team! This is an outstanding opportunity to be the primary contact for our esteemed customers, ensuring they receive outstanding support and flawless service. This role is a remote position and open to candidates within the United States.

To perform this job successfully, an individual must be able to perform each of the following essential functions satisfactorily:

• Respond quickly and professionally to customer inquiries, including pricing, availability, order status, shipping details, etc.
• Act as the voice of the customer internally to drive continuous improvement
• Process orders for the designated LGC entity, ensuring completeness of specifications, prices, locations, and other relevant information for both product and custom orders
• Assess individual customer requirements and direct activities to the appropriate departments
• Acknowledge customer orders, advise on changes, order status, backorders, quote prices, and any other modifications; process and route orders for shipping
• Process credit card payments when appropriate, ensuring the privacy of customer account information
• Provide required documentation related to each order to meet shipping schedules (i.e., material safety data sheets, certificates of analysis, custom orders, etc.)
• Apply the sales order entry system to provide accurate information to customers, including interpreting quotes, promotions, and credit policies
• Follow established service quality standards and meet order accuracy standards; adhere to departmental SOPs and training guidelines
• Adhere to the requirements of the company's ISO quality management system
• Perform other duties as assigned to meet business needs

Qualifications

Minimum Qualifications:

• High school diploma or equivalent experience (GED)
• Proven ability to engage professionally, courteously, and effectively with customers over the phone or via other mechanisms in support of customer requests
• Strong computer skills required, including working knowledge of Microsoft Office suite of products, particularly Word, Excel, and PowerPoint

Preferred Qualifications:

• Experience or working knowledge of ERP systems, ideally SAP
• Salesforce
• International order experience

Proficiencies & Behaviours:

• Demonstrated effective time management skills
• Excellent written and oral communication skills
• Strong multitasking, time management, and problem-solving skills
• Demonstrated good professional judgment, tact, and diplomacy in dealing with internal and external customers, as well as the ability to handle confidential and/or proprietary information
• Ability to work independently as well as part of a team with minimal mentorship or supervision
• Highly approachable and courteous in speaking and engaging with customers
• Highly accurate and diligent
• Aptitude to work in a complex and rapidly growing company
• Initiative and organizational skills are extremely valuable to ensure good customer service
• Resonate and operate in line with LGC's core value behaviors: Passion, Curiosity, Integrity, Brilliance, and Respect.

Additional Information

The customary salary range for this position is:

Minimum salary: $39,000 USD annually Maximum salary: $54,000 USD annually

The typical hiring range is from the minimum to the midpoint, depending on the candidate's background.

Pay is determined by several job-related factors, including your skills, experience, education, and job-related qualifications.