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Customer Service Rep I

Company: Meso Scale Discovery
Location: Rockville
Posted on: September 6, 2020

Job Description:

POSITION SUMMARY:Provide professional, courteous, customer-centric service to the MSD customer base. This position will directly interact with various customers and interface with multiple internal departments to facilitate the processing of quotes, orders and customer requests to allow for timely shipping of MSD products worldwide.DUTIES AND RESPONSIBILITIES:* Customer Relationso Address customer inquiries and complaints with possible solutions in a timely fashionoForward concerns to the appropriate partiesoDocument outcomes and resolutions appropriatelyo Coordinate and communicate order status updates throughout the order process cycleo Communicate product information, pricing and ordering information to prospective customersoAugment customer education on MSD product lines and their uses* Order and Quote Processingo Process customer quotes and ordersoAccurately enter customer contact and product information into company's ERP and CRM systemsoCalculate and quote pricing and discounts from pricing guidelines and tablesoPerform data entry and database clean up and audit projects as directed* Interdepartmental Communicationo Communicate order requests, tracking updates and shipping information to sales representatives and other internal departments as neededo Collaborate with other departments to facilitate order fulfillment and invoicing* Specific duties may vary depending upon departmental requirementsEXPERIENCE AND QUALIFICATIONS:* Bachelor's degree requiredo Additional years (3) of experience may be substituted for a degree* Minimum 1 year experience supporting sophisticated and diverse customers* Experience with other business and ERP systems a pluso Experience with JD Edwards software is highly preferred* Proficiency with standard office equipment (phone, fax, computer literate, etc.)* A Life Sciences background is a plus* Experience in a call center environment is a plus* Ability to speak a second language, in addition to English, is a plus* A demonstrated level of consistency in performance and aptitude for managing additional responsibility and accountability are required for next level considerationKNOWLEDGE, SKILLS AND ABILITIES:* Logical problem solving and demonstrated ability to organize and move project tasks forward in an orderly and structured fashiono Ability to identify and effectively address customer concerns with a sense of urgency and with customer service orientation* Excellent oral, written communication and interpersonal skillso Ability to discuss product, pricing and order information with the customero Strong customer service skills including detail-oriented follow up with customers and other internal personnelo Demonstrate professional etiquette and courtesy and ability to build strong relationshipso Track record of successfully handling escalated customer interactionso Effectively communicate issues/problems and results that impact timelines, accuracy and status of customer order datao Compose grammatically correct e-mailso Perform basic mathematic calculations correctly* Proficiency in MS Office* A wide degree of creativity and latitude is expected including the ability to multi-task and work productively in a demanding customer service environment with changing prioritiesPHYSICAL DEMANDS:This position requires the ability to communicate and exchange information, utilize equipment necessary to perform the job, and move about the office.WORK ENVIRONMENT:Standard office environment

Keywords: Meso Scale Discovery, Rockville , Customer Service Rep I, Sales , Rockville, Maryland

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