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Customer Service Rep
Ref No.: 18-22263
Location: Foster City, California
Skill Type
Skill Type:Professional
Customer Service Rep
Foster City, CA

Job Description

When you’re part of the team, you’ll do important work, like helping customers in finding cures for cancer, protecting the environment or making sure our food is safe. Your work will have real-world impact, and you’ll be supported in achieving your career goals.

Position Summary:

The Customer Service Representative is responsible for providing service to our customers and clients through the placement and monitoring of orders. Process telephone, mail, email and fax orders; provide pricing, availability, cross-reference, researching & sourcing of products for customers; up-sells best buy/ first choice/and other products as requested; forward potential product leads to sales reps; handle small informal quotes. This position will also respond to post-order customer service requests such as handling customer problems and complaints; returns and communicating anticipated delays. This position requires schedule adherence.

Key Responsibilities:
·         Complete customer orders, basic or complex in nature, quotes, and inquiries by telephone for existing and prospective customers in the domestic market. Review a variety of screens and documents.
·         Analyze and resolve customer concerns using established procedures. Examine pertinent information to determine validity of customer complaint and to determine responsibility for errors.
·         Handle change order information from customers.
·         Investigate overdue and damaged shipments or shortages in shipments already received.
·         Utilize supplier catalogs, on-line databases, and other appropriate resources to cross reference products to meet customer order requirements. Make suggestions for alternative products when items are not readily available.
·         Assist customers with buying decisions: researches product, cross-reference, pricing & availability.
·         Attend product/vendor/systems meetings to stay up to date on new product lines and current systems.
·         Adhere to schedule, including regular and punctual attendance at work
·         Meet and exceed productivity and quality standards as set forth by department management.
·         Perform all other duties/projects as assigned.
·         Work in purchasing systems and customer purchasing systems.
·         Support other functional areas as needed

Minimum Requirements/Qualifications:
·         High School education required; college degree preferred
·         2+ years customer service experience
·         2+ years of procurement experience preferred
·         ERP experience preferred
·         Creative problem solving skills
·         Organizational and time management skills
·         Excellent listening, oral, and written communication skills
·         Solid understanding of computer basics (Windows, Excel, Word, Email, and Internet)

Must be able to work hours required to get the job done