Customer Service Representative - The Staffing Resource Group, Inc

Customer Service Representative / Order Management

SRG offers flexible staffing solutions with a national presence. We provide contract, contract-to-hire, direct hire, and executive search services. SRG utilizes an innovative approach to identify and qualify talent that is unique to the Staffing industry, featuring a cutting-edge platform that allows us to match professionals rapidly and precisely to client requirements. We have a proprietary database of over one million candidates and maintain continuous contact with our qualified talent.

Environment: A global leader and trusted supplier in the pharma, biotech, and specialty ingredients markets. The company is focused on advanced manufacturing, high-quality control systems, regulatory expertise, and research and development (R&D) capabilities. The company s products and services include active pharmaceutical ingredients (API), stem cell therapies, drinking water sanitizers, vitamin B compounds, organic personal care ingredients, industrial preservatives, and microbial control solution to combat viruses, bacteria, and other dangerous pathogens.

• Title: Customer Service Representative / Order Managment
• Location: Walkersville, MD
• Industry: Pharmaceutical
• Hours: Monday - Friday, 8am - 5pm
• Training Schedule: 3 months of training onsite Monday-Friday; After 3 months of training, Remote Opportunity 2 days per week.
• Salary: $29.26hr based on experience (Benefits available)
• Employment Type: Long Term Contract (1 Year)

Overview:
Order Management:
Primary responsibilities are 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.

Job Responsibilities:

• Ensure proper documentation is attached to orders within all systems.
• Process activities in compliance with established Customer Service Procedures, SOP and SDS requirements. Lonza s 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 validity of each price by reviewing customer s Purchase Order and all pertinent items. Review additional items to determine all factors related to each quotation, including contacting 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 hold 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

Job Requirements:
Education - HS Diploma, associate's degree (preferred)
Level* Experienced 1 3 yrs.

Job Skills Required:

• Microsoft Office: ability to type 40-45 wpm, possess good to excellent writing and PC skills with knowledge in 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)
• Must demonstrate ability to work with excel spread sheets to edit / maintain data.
• Ability to work effectively under pressure to meet deadlines.

EOE/ADA
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