Call Center Customer Service Representative
Dako - Carpinteria, CA

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Carpinteria, CA

Will you share our mission? -- "We fight cancer"

Dako is one the world's leading companies in tissue-based cancer diagnostics with a heritage of quality and innovation in antibodies and reagents. Our solutions are helping to unite the pathology lab and eliminate errors. At Dako we continuously challenge and raise the global standards for fast and accurate answers for cancer patients and doctors who make vital decisions for treatment. If you'd like to make a real difference to cancer diagnostics and advancing personalized medicine,

let’s connect!

Dako A/S is one of the world-leading providers of products for cancer diagnostics with production facilities in Glostrup, Denmark and Carpinteria California as well as subsidiaries in 19 countries and agents in another 53 countries.

Position Summary

Provide high quality professional Customer Service to external and internal customers in a call center environment. Answer incoming calls in a timely manner.

Input incoming customer orders and coordinate shipping accordingly. Assist customers with non-technical product inquiries.

Troubleshoot customer order discrepancies.

File and maintain customer order documents.

Respond to price inquiry requests, track lost/delayed orders, provide POD to customer, etc. as required.

Interact with and support Dako’s Sales Force Team.

Responsibilities

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Answer all calls in a timely manner

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Input customer orders received by phone, fax, email or other electronic services

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Assist customers with pricing and product inquires received by phone, email or fax

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Troubleshoot non-performance related customer complaints such as pricing discrepancies, wrong product shipped, etc.

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Communicate verbally and in writing with customers and co-workers in all departments

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Log all customer complaints, errors, and discrepancies to identify root cause effect and resolution

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Run various reports such as open orders, order status, standing order, etc.

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Maintain organized customer order files

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Maintain a pleasant, patient, attentive and cooperative attitude with customers and co-workers

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Attention to detail with the ability to complete a large volume of work quickly

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Ability to prioritize workload to meet deadlines

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Keeps department Manager advised of work flow or potential problems

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Punctuality and good attendance required

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Adhere to department and company procedures

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Team player with exceptional interpersonal and solution-oriented attitude

Ideal candidate will

represent Customer Service and Dako in a professional manner at all times while in contact with customers/potential customers/vendors/etc.

Candidate will have 2+ years customer service experience in a high volume customer contact setting, preferably in a call center environment providing customer service over the phone.

Candidate will be a self-motivator, able to work independently using good judgment in decision making.

You will work

closely with the manager in reporting or suggesting changes for process improvements.

You will have the ability to remain positive, rational, calm and professional under stressful conditions (i.e. dealing with irate people, handling complaints, etc.).

You will work in a team environment to achieve set objectives and goals and work in a cross functional manner to support your colleagues, the department and Company strategies.

Education and/or Experience

Education: High School Diploma or equivalent

Years of Experience:
Minimum 2-5 yrs in a Customer Service experience in a high volume customer setting, preferably experience in a Call Center Environment

Other Qualifications

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Excellent in troubleshooting/problem solving

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Recognize, identify and analyze problems

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Simplify and process complex issues.

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Excellent verbal and written communication skills

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Good listening skills

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Ability to work under pressure and multitask as needed

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High attention to detail

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Intermediate user of Excel and knowledgeable in other Microsoft Office programs

Oracle knowledge a big plus

Supervisory Responsibilities

This job has no supervisory responsibilities.

Dako provides competitive salaries and a world class employee benefits program including a

free health care plan

with wellness reimbursements,

3 week's vacation accrual after 1 year of service

, a

401k plan with150% company match

on the first 4% of contributions, tuition reimbursement, discounts on Dell/AT&T products and services and much more. Applications will be accepted on-line at

www.dako.com

. Dako will contact those candidates that best fit the job qualifications; no phone calls please. Select careers and then global job site to see a listing of all of our open positions, or click on this link to take you to our career page:

https://performancemanager.successfactors.eu/career?company=dako

We believe diversity within the company to be crucial. We encourage all qualified candidates to apply. Dako is an Equal Employment Opportunity Employer.

Dako - 2 years ago - save job
About this company
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Dako (www.dako.com) is a global leader in tissue-based cancer diagnostics. Hospital and research laboratories worldwide use Dako's know-how,...