Customer Service Representative I

This is a 100% REMOTE position.

POSITION SUMMARY:

Provide professional, courteous, customer-centric service to the MSD customer base. This position will directly interact with various customers and interface with multiple internal departments to facilitate the processing of quotes, orders and customer requests to allow for timely shipping of MSD products worldwide.

DUTIES AND RESPONSIBILITIES:

• Customer Relations
  •Address customer inquiries and complaints with possible solutions in a timely fashion
  •Forward concerns to the appropriate parties
  •Document outcomes and resolutions appropriately
  •Coordinate and communicate order status updates throughout the order process cycle
  •Communicate product information, pricing and ordering information to prospective customers
  •Augment customer education on MSD product lines and their uses
  • Order and Quote Processing
  •Process customer quotes and orders
  •Accurately enter customer contact and product information into company’s ERP and CRM systems
  •Calculate and quote pricing and discounts from pricing guidelines and tables
  •Perform data entry and database clean up and audit projects as directed
  • Interdepartmental Communication
  •Communicate order requests, tracking updates and shipping information to sales representatives and other internal departments as needed
  •Collaborate with other departments to facilitate order fulfillment and invoicing
  • Specific duties may vary depending upon departmental requirements
  
  EXPERIENCE AND QUALIFICATIONS:
  
  • Bachelor’s degree required
  o Additional years (3) of experience may be substituted for a degree
  • Minimum 1 year experience supporting sophisticated and diverse customers
  • Experience with other business and ERP systems a plus
  o Experience with JD Edwards software is highly preferred
  • Proficiency with standard office equipment (phone, fax, computer literate, etc.)
  • A Life Sciences background is a plus
  • Experience in a call center environment is a plus
  • Ability to speak a second language, in addition to English, is a plus
  • A demonstrated level of consistency in performance and aptitude for managing additional responsibility and accountability are required for next level consideration
  
  KNOWLEDGE, SKILLS AND ABILITIES:
  
  • Logical problem solving and demonstrated ability to organize and move project tasks forward in an orderly and structured fashion
  o Ability to identify and effectively address customer concerns with a sense of urgency and with customer service orientation
  • Excellent oral, written communication and interpersonal skills
  o Ability to discuss product, pricing and order information with the customer
  o Strong customer service skills including detail-oriented follow up with customers and other internal personnel
  o Demonstrate professional etiquette and courtesy and ability to build strong relationships
  o Track record of successfully handling escalated customer interactions
  o Effectively communicate issues/problems and results that impact timelines, accuracy and status of customer order data
  o Compose grammatically correct e-mails
  o Perform basic mathematic calculations correctly
  • Proficiency in MS Office
  • A wide degree of creativity and latitude is expected including the ability to multi-task and work productively in a demanding customer service environment with changing priorities
  
  PHYSICAL DEMANDS:
  
  This position requires the ability to communicate and exchange information, utilize equipment necessary to perform the job, and move about the office.
  
  WORK ENVIRONMENT:

Standard office environment