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Customer Service Representative
Ref No.: 18-00665
Location: Kalamazoo, Michigan
Start Date / End Date: 02/05/2018 to 02/03/2019
Job Title: Associate Customer Support Specialist

Role Description:
Perform day to day activities for customer orders and coordinate these activities according to the required schedule. Interface with internal and external customers from multiple departments and levels of management, including Breed Associations and other affiliates. Answer incoming phone calls daily from customers, responding to their needs for product and or information; apply required techniques to effectively satisfy customer needs, meet the departmental and company sales objectives, and take ownership of all orders; provide answers to general inquiries regarding routine product use and services provided, sending additional information when necessary.

Responsibilities:

• Exhibit conduct that is consistent with the Mission and Vision, and Core Beliefs
• Perform duties in a safe manner. Maintain safe and clean working environment by complying with procedures, rules, and regulations
• Perform duties according to standard operating procedures (SOPs), ensure that required data is properly documented in a timely fashion according to the current SOPs
• Report deviations from SOPs, or unexpected results in a timely fashion
• Routinely monitor procedures to ensure that all activities are performed according to the current versions of the SOPs
• Contribute ideas and participates in initiatives that will lead to continuous improvement of procedures (efficiency and/or quality).
• Educate customers on products and the ordering process.
• Handle and collect data from DNA samples including hair, blood, semen and tissue.
• Investigate inquiries on customer order status and report results as required.
• Manage customer accounts and orders in all databases.
• Manage customer communications via phone and email.
• Participate in department meetings and training to remain current on products and their use.
• Perform other duties as assigned by Customer Operations Manager
• Promote positive customer service. Effectively listen to customers concerns, identify tasks at hand, and take appropriate action to achieve positive results.
• Support the development of all Business Technology projects and process changes.
• Team Focus: stay mindful of company business needs i.e. customer calls, adhere to schedules, and adopt/author updated business processes and procedures to ensure compliance

Qualifications:

• Bachelor degree desired; job-relevant position and/or post high school training required
• No experience required
• Excellent oral and written communication skills
• Familiarity with the cattle industry.
• Proficient in Microsoft Office Suite (Word, Excel, and PowerPoint)
• Proficient with email and calendar management systems (Outlook preferred)
• Familiarity with database systems (e.g., M/S Access) and SharePoint development and management will be a plus
• Comfortable in a rapidly changing environment.
• Self-motivated; ability to work independently and work as constructive team member