Customer Service Representative II

Overview:

TekWissen Group is a workforce management provider throughout the USA and many other countries in the world. The below job opportunity is to one of Our clients who offer biotechnology product development services. The Company focuses on providing laboratory equipment, chemicals, supplies and services used in healthcare, scientific research, safety, and education.

Job Title: Customer Service Representative II

Duration: 12 Months

Work Location: Franklin MA 02038

Job type: Contract

Work type: Onsite

Job Description:

How will you make an impact?

• As a CSR 2, you will be part of a dedicated and professional team.

• The primary responsibilities consist of handling telephone calls, sales rep inquiries, processing international and domestic orders, change requests, & responding to customer inquiries on all orders.

• CSR 2 will be a key member of the call center team and will strive to provide the highest level of customer service and support.

What will you do?

• Review and enter orders, systems orders, and Requests for Quotes upon receipt
  Resolve order problems with customers regarding pricing, availability, terms, delivery, entity, etc.

• Be accountable for resolving customer complaints (First Call Resolution) and bring up issues as appropriate

• Work with Operations, Engineering, and Shipping to ensure timely shipment of orders, expediting as needed

• Learn fundamental knowledge of all product lines and operational processes to better serve our customers

• Provide Return Authorizations, process credits and assist the accounting team on resolving post shipment issues and discrepancies, and process credit card orders expeditiously and accurately for timely billing

• Meets established processing times and follow-up actions in accordance with departmental standards

• Support Front Desk as vital

• Handle warranty issues including replacements and return of faulty items and quality cases

• Lead key accounts as assigned and work closely with sales on any account issues or special handling of orders

• Participate in Process/Continuous Improvement

• International Responsibilities in Collaborating with logistics regarding shipments and any issues and screening of all orders to ensure export compliance

• Support Reception area as needed

How will you get here?

Education

• High school graduate or GED

Experience

• Prior experience in Customer Service in a manufacturing environment

• Planning and procurement experience a plus

Knowledge, Skills, Abilities

• Relevant product knowledge and Customer Service Standard Operating Procedures

• Excellent communication both written and verbal

• Understanding of SAP/ XA, SFDC, Microsoft Suite, Operations, and Supply Chain knowledge

• Meticulous, collaborative, the ability to multi-task and prioritize

• Experience working in a call center environment

TekWissen Group is an equal opportunity/affirmative action Employer (m/f/d/v) supporting workforce diversity