Customer Service Representative
Core
Receive and process global customer quotes and orders for Reference Standards and publication products; resolve complex fulfillment issues and complaints via phone, email, and fax.
Role type
Customer Service Representative (Order to Cash)
Builds
Order fulfillment and customer support for scientific reference standards and publications
Domain
Life Sciences / Scientific Standards / Global Trade Compliance
Deliverable
product features
Required skills
Order management, ERP system proficiency, export compliance (EAR/ITAR/IRS), economic sanctions verification, environmental regulation compliance (EPA), multi-channel communication, data entry, typing speed (40 wpm)
Preferred skills
Foreign language proficiency, Oracle ERP knowledge, Salesforce (CRM), Ariba/EDI familiarity
Technologies
Oracle ERP, Microsoft Office Suite (Co-Pilot, Excel, Word, Outlook), Salesforce, Ariba
Responsibilities
Answer customer correspondence via telephone, email, and efax; assist with full order cycle from quote to fulfillment; create Pro-Forma Invoices and quote prices; coordinate product movement with Distribution; verify compliance with US Export regulations and EPA standards; investigate and resolve fulfillment problems and complaints; maintain product knowledge and assist with Webstore registration; document feedback in Oracle ERP; identify customer experience trends.
Seniority
Individual Contributor, Entry to Mid-level
