Work Location: Tempe, Arizona Shift: No Department: EL-SC-CUCT3 Team 3 Hiring Manager: Mary Mehalshick
This information is for internals only. Please do not share outside of the organization.
Your Role
The Customer Service Representative will ensure high customer satisfaction by taking care of fast and reliable customer order/ customer request handling throughout the entire order to cash process. Specific responsibilities include:
Provide superlative order entry, customer account maintenance, price and availability checks and management of all aspects of customer orders from receipt through payment
Provide customers with order status, requested documents, shipping dates and tracking proactively and when additional requests are received
Work with the commercial team to provide quotations for sales inquiries for both potential and existing customers
Entry and Management of Quality and Service Complaints, and proper assignment of complaints for investigation to ensure quick resolution. This includes follow up with internal stakeholders for closure, determining and participating in the development of root cause, corrective/preventative actions, and participation in trainings required by Customer Service to eliminate future occurrences
Entry and coordination of material returns, either associated with a complaint and/or a customer owned refill or repair
Engage with internal stakeholders such as Material Planners, Transportation, Manufacturing, Commercial, Marketing, Quality, Billing and Finance to support customer requests
Ensure high delivery service level to external and internal customers by proactively monitoring open orders and communicating delays. Where needed, follow up with internal stakeholders to achieve customer needs
Ensure high level of responsiveness to internal and external customers to meet KPI targets set by the department
Support creation and maintenance of standard operating procedures (SOPs) for customer services
Participate in projects related to Order to Cash process improvements to ensure the effectiveness of Customer Service in these processes.
Work to achieve maximum efficiency in a team environment and support peers when needed
Who You Are
Minimum Qualifications:
High School Diploma or GED
3+ years of customer service experience
Preferred Qualifications
Bachelor's Degree in Chemistry, Biology, or other Life Science Discipline
Knowledge and experience in Supply Chain Logistics
Knowledge of export procedures
Strong Leadership and Analytical skills
Strong customer-orientation, diplomatic
Strong interpersonal communication and written skills, proactive problem-solving and trouble shooting skills, managing crisis and the ability to multitask effectively
Highly motivated and organized, with attention to prioritizing incoming tasks and strong attention to detail
The ability to meet the challenges of a dynamic and agile environment, while maintaining a strong level of professionalism.
Cross-Cultural Competence
Working knowledge of Microsoft Word, Excel, Outlook, Teams
Strong ability to efficiently build up relationships and networks
Experience with customer service software preferred (e.g. SAP, ERP, SFDC) Understanding the sales order process
The Company is an Equal Employment Opportunity employer. No employee or applicant for employment will be discriminated against on the basis of race, color, religion, age, sex, sexual orientation, national origin, ancestry, disability, military or veteran status, genetic information, gender identity, transgender status, marital status, or any other classification protected by applicable federal, state, or local law. This policy of Equal Employment Opportunity applies to all policies and programs relating to recruitment and hiring, promotion, compensation, benefits, discipline, termination, and all other terms and conditions of employment. Any applicant or employee who believes they have been discriminated against by the Company or anyone acting on behalf of the Company must report any concerns to their Human Resources Business Partner, Legal, or Compliance immediately. The Company will not retaliate against any individual because they made a good faith report of discrimination.