Customer Service Representative
Core
Receive and process global customer quotes and orders for pharmaceutical reference standards and publication products; resolve complex fulfillment issues and inquiries via phone, email, and fax.
Role type
Customer Service Representative (Order to Cash)
Builds
Order fulfillment, Pro-Forma Invoices, and customer support for 4800+ Reference Standards and publication products.
Domain
Life Sciences / Pharmaceutical Supply Chain
Deliverable
product features
Required skills
Order management, ERP system proficiency, export compliance (EAR/ITAR/IRS), complaint resolution, multi-channel communication, regulatory compliance (EPA), typing speed (40 wpm), shift flexibility.
Preferred skills
Foreign language proficiency (French, Japanese, Spanish, Korean, German, Italian, Chinese, Arabic), B2B contact center experience.
Technologies
Microsoft Office (Co-Pilot, Excel, Word, Outlook), Oracle ERP, USP Webstore.
Responsibilities
Answer customer correspondence via telephone, email, and efax; assist with full order cycle from quote to fulfillment; create and send Pro-Forma Invoices; meet daily order and query targets; coordinate product movement with Distribution; verify compliance with US Export regulations and EPA standards; investigate and resolve fulfillment problems and complaints; document customer feedback in Oracle ERP; assist with Webstore registration; review translated documents.
Seniority
Individual Contributor, Entry to Mid-Level
