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PURPOSE OF THE POSITION
The main purpose of this position is to create an outstanding and effortless experience at every interaction for both internal and external customers. Armed with a passion for customer satisfaction, the CSR provides solutions to customer needs in a fast paced call center environment. CSR’s field a large variety of phone call inquiries and are responsible for processing orders and responding to all non-technical related service issues. In addition, suggest improvement ideas to current processes and systems so as to exceed customer expectations, and identify and participate in opportunities where customer effort can be reduced.
ESSENTIAL JOB FUNCTIONS
1. Resolve customers’ issues in professional & timely manner and multitasking through multiple computer systems while talking on the phone.
o Deliver effortless customer interactions and increase customer retention by applying the principles of Ownership, Follow-up, Attitude, and Solutions.
o Represent the voice of the customer by identifying and capturing customer feedback through direct customer interactions. Offer proactive solutions to reduce customer effort.
o Execute timely internal and external customer communication via phone and e-mail. Provide punctual follow up on open inquiries, and quickly identify situations that require escalation.
o Ability to consistently use sound judgment, take initiative and make good decisions to accomplish job duties and maximize customer satisfaction without compromising the company’s integrity.
o Promote and educate customers on using sigmaaldrich.com to obtain invoices, tracking information, place orders, find price and availability and retrieve MSDS/COA’s.
o Consistently represent the company in a positive, professional manner, utilizing proper phone etiquette and grammar in written correspondence to customers.
2. Efficiently process customer service inquiries and purchase order requests. Ensure high service levels and process consistency across a multi-site customer contact function. Effectively manage additional department projects.
o Resolve order issues and systematically document all complaints with regard to status, quantity, package size, product, routing, shipping and billing information, etc.
o Maintain thorough documentation of all customer conversations and actions to support the decision-making process.
o Report unusual or escalated service issues to the appropriate individuals/departments, ensuring thorough, detailed information is provided.
o Eliminate backorder situations by shipping product from alternate plant, offering different size, offering substitute item, etc.
o Ability to achieve excellent call center metrics with regard to availability, number of documents created, error free work, call quality, productivity and dependability goals.
o Confident and proactive in offering support to the team by successfully managing additional special projects.
High school diploma or GED equivalent. Associate degree or BS/BA desired.
1 year of customer service experience, preferably in a call center environment.
Knowledge and Skills:
o An enthusiastic, detail oriented multi-tasker who has the focus to deal with customer issues and complaints while working in a fast paced and changing environment.
o Excellent communication & listening skills, acute attention to detail while consistently meeting/exceeding production goals
o Problem solving, critical thinking skills and a knack for empowering yourself to use available resources and guidelines to produce a positive customer experience.
o Experience in an office environment using the telephone and computer as the primary instruments to perform job duties; Ability to navigate a computer while on the phone.
o Basic math, English grammar, reading comprehension, efficient typing skills and internet knowledge.
o Excellent organizational skills with the ability to manage and track multiple critical activities
o High sense of urgency and ownership required.
o Ability to work well in a team environment
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