Customer Care Representative (CCR III)
Grand Island (Job Code CCST102)
As a product leader, Life Technologies delivers an exception customer experience at every turn – from pre-purchase to post-purchase. Primary contact for processing all incoming catalog, custom and Primer orders and inquiries via telephone, mail, facsimile, direct order entry and electronic data interchange systems. Handles escalated issues. Plays a critical role in building customer relationships and representing the organization. Partners with key strategic customers i.e. Supply Centers, Government Services, Customs and International.
Respond positively to and expeditiously process all incoming telephone inquiries and orders, including advanced and escalated issues. Increase revenue by participating in up-sell and cross-sell promotions. Adhere to SOP’s and departmental training guidelines; may participate in developing responses for standard inquiries. Follow established service quality standards and meet established telephone order processing time standards (talk time, after call work, order accuracy etc). Assess often-complex individual customer requirements and direct activities to appropriate departments. Utilize sales order entry system, catalogs, price lists and sales aids to provide accurate information to customers, including interpreting quotes and promotions, credit policies and specific ordering trends. Provide required documentation related to each particular order to meet shipping schedules (i.e. material safety data sheets, certificates of analysis, custom orders etc.). Maintain daily sales order log, reports, and other records; provide reports and logs as required. Provide expertise and guidance to other Customer Care Representatives. May be required to act in a “lead” role. May serve on various committees. May be required to perform other related duties as required and/or assigned.
Nature and Scope
Excellent written and oral communication skills are required. Must demonstrate judgment, tact and diplomacy in dealing with internal and external customers as well the ability to handle confidential and/or proprietary information. Internal candidates - requires functional knowledge of corporate operations and product line. Works on assignments that are complex in nature where judgment is required in resolving problems and making recommendations. May determine own methods and procedures on new assignments and may provide guidance to other personnel. Accuracy is required in performing all functions of this position. Initiative and organization skills are extremely valuable to ensure good customer service. Must possess self-motivation, enthusiasm, and positive attitude and perform as a team player. May serve in various teams according to business needs.
Requires a bachelor’s degree, preferably in Business Administration or a scientific discipline, or the equivalent knowledge and experience
Requires a minimum of 4 to 6 years of related customer service experience, preferably with 3 years in an E-Commerce environment. Internal candidates -requires solid knowledge of the Company’s systems, processes and technical product line. Must have the ability to identify and solve problems and to multi-task under deadline. Proven success in handling difficult customers with professionalism, dignity and tact required. Must demonstrate excellent proficiency in personal computer applications such as Microsoft Word, Excel and PowerPoint, JD Edwards EnterpriseOne software and SAP.
Has contact with all levels of company employees as well as external customers. Extensive customer contact and interface with other departments i.e. Distribution, Planning and Manufacturing, Sales and Marketing. Extensive contact with customers in both written and verbal formats.
This position requires repetitive typing, considerable interaction on the telephone and regular viewing of a computer monitor. The use of voice is required for a significant portion of the day. Most of the other physical demands are typical with those associated with an office environment.
We are proud to be an Affirmative Action / Equal Opportunity Employer committed to hiring a diverse and inclusive workforce.
This position is not eligible for relocation benefits.
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