Customer service representative - united states, san diego
adecco is currently seeking a customer service representative in san diego, ca for one of our client's.
the role requires a hands-on approach with facilitating customer requests and inquiries as it relates to technical support, marketing support, logistics, etc. the role is primarily customer facing, but also requires working with internal colleagues to address technical and customer satisfaction challenges. the css will file the necessary quality documentation and work with cross-functional areas (commercial, shipping/distribution, operations, finance, etc.) to coordinate order processing-related activities.
the css is an individual contributor role with a high-level degree of customer-facing interactions, as well as interfacing with other functional areas within rds/mesa biotech.
responsibilities:
• processes all orders in an efficient and expedient manner in current erp system as received by telephone, mail, or electronic services
• executes core tasks on a daily basis as assigned (as primary task owner or backup coverage) including handling inbound calls, order processing, handling general requests/inquiries in the customer-care email inbox, taking action in a timely and efficient manner
• participate in forecasting and planning discussions, as needed
• assists customers/channel partners with inquiries pertaining to orders, invoicing, coordination of deliveries, availability of products, pricing and/or billing discrepancies
• assists shipping personnel with efforts to maintain high service level to customers including: advising shipping of special customer requirements related to packaging, marking or any other shipping-related activities; provides ample notice for special orders to enhance effective processing; assimilates knowledge of regulations & prepares proper declarations; monitors available inventory and coordinates with shipping on shortages or issues with filling orders
• maintains courteous and professional communications with customer/businesses and internal employees
• provides product information as required
• assists customers/channel partners with product quality and performance issues; primarily funneling such requests to the technical support team who will assist with troubleshooting and root cause analysis
• provides timely follow up on outstanding client issues
• refers customers to appropriate qualified technical staff member in response to sophisticated customer technical inquiries and/or problems
• ensures customer records and documents are properly filed/stored according to standard business practices.
• support commercial operations team in achieving its business goals
knowledge and skill:
• superior communications skills with internal and external customers, both verbal and written
• self-driven
• high attention to detail and accuracy
• knowledgeable of logistical methodologies both domestic and international
• strong organizational skills
• quick learner
education/experience required:
• bachelors or associates degree in relevant scientific or business administration field preferred; high school diploma or ged equivalency required
• minimum of 3 years customer support or inside sales experience in the biotech or medical device industry
• excellent written, verbal, and presentation skills
• must be organized with strong trouble shooting and analytical skills
• strong ms office knowledge, erp & crm experience
• adaptable to changing business needs in a fast-paced environment
• willingness to support business projects a plus
physical demands:
• ability to work long hours and execute under pressure with short turnaround times
• ability to speak, write, and use all office equipment including scanner and printer, phone, computer, etc.
• available nights, weekends, and holidays when needed
• multiple hours of sitting, standing and walking to/from buildings. may involve driving to another business site
• domestic and/or international travel may be required based on need
if you would like to be considered for this position – please apply now!
equal opportunity employer/veterans/disabled
the company will consider qualified applicants with arrest and conviction records
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