Customer Service Representative - TekWissen LLC

Walkersville, MD

About the Job

Overview:

TekWissen Group is a workforce management provider throughout the USA and many other countries in the world. Our client is a leading biotechnology company that combines technological insight with world-class manufacturing, scientific expertise, and process excellence and helps their customers deliver new and innovative medicines that help treat a wide range of diseases. Our client specializes in pharmaceutical ingredients, Bioscience, Biopharmaceuticals, Custom manufacturing, Biotechnology, Life science ingredients, Nutrition, Microbial Control, Agriculture, Materials Science, Personal Care, and cell and gene therapy.

Job Title: Customer Service Representative
Location: Walkersville, MD - 21793
Duration: 12 Months
Job Type: Contract
Work Type: Onsite

Shift: Monday to Friday - 08:00 AM - 05:00 PM

Pay Rate: $19.00/hour - $21.00/hour

Primary responsibilities:

Order inbox assignments & management, order entry for orders received via electronic and manual methods, processing credits and debits, inbound phone calls, replacements, returns, complaints, and some complex products (i.e., reserve order material, products with characteristic selections).
Review and edit orders to ensure accuracy and timely delivery of materials and follow-up or re-promise of order commitments.
Ensure proper documentation is attached to orders within all systems.
Process activities in compliance with established Customer Service Procedures, SOP, and SDS requirements. certification requires compliance with these procedures.
Document all customer contact interactions in order text tabs or when necessary in SAP/ SFDC, tell the 'story' to enable correct and consistent response to customers.
Determine the validity of each price by reviewing the customer's Purchase Order and all pertinent items. Review additional items to determine all factors related to each quotation, including contacting the pricing and Contracts Team when needed.
Instill confidence with a positive, friendly, helpful demeanor to each customer, including both external & internal customers.
Demonstrate a positive working relationship with team members & department peers.
Present potentially negative information, such as extended backorders, customer notifications, and credit holds in the most positive manner possible. Determine when additional action by another party is necessary.
Defuse angry customers professionally with effective listening and communication skills.
Interpret availability data for materials using SAP T-codes, written reports, verbal updates, and release notifications.
Help customers with website registration, and order placement, including assistance troubleshooting, as necessary.
Perform other duties as assigned.

Skills

Prior experience in helping customers with website/account/new user registrations
Prior experience in handling order entry and processing
Prior experience with Excel spreadsheets to edit/maintain data.
Microsoft Office; ability to type 40-45 wpm, possess good to excellent writing and PC skills with knowledge of Microsoft
Demonstrate a commitment to Customer Service/Service Excellence
Results driven with strong attention to detail
Written and Oral communication skills,
Professional telephone skills, diplomacy, empathy, negotiation, strong listening, approachable, patient, a problem-solver
Is willing to take on new challenges
Ability to and efficient to handle multi-tasks at one time
Team-oriented, yet independent and self-directed/disciplined
Adaptability (adapt to audience engagement)
Ability to work effectively under pressure to meet deadlines.

TekWissen Group is an equal opportunity employer supporting workforce diversity.

Source : TekWissen LLC