Job Title:

Department:

Reports To:

Location: 

FLSA Status:

Customer Service Representative

Services

Director, Global Services

Pasadena, CA

Non-Exempt

 Apply Now

 

Purpose of this position:
Provide outstanding customer service and process product orders. Perform general administrative and departmental coordination duties for the Commercial Operations Department. Provide administrative support for tradeshow logistics. Requires interaction with a variety of people and positions, and the utilization of excellent communication necessary for developing and maintaining good internal and external relations.


Essential Duties and Responsibilities (other duties may be assigned):

  • Handle inbound and outbound customer calls and emails while ensuring a high level of customer service and productivity.
  • Resolve basic types of customer service inquiries including: product questions, material requests and account information. May also need to participate in proactive outbound call program (i.e., welcome and follow up calls) to ensure customer satisfaction, when applicable.
  • Process product orders in an accurate and timely manner; work with Shipping Department to ensure timely receipt of orders.
  • Identify and assess individual customer needs quickly and accurately and take appropriate action(s) to satisfy those needs, solve problems systematically, use sound business judgment and follow through on commitments.
  • Resolve and log all customer complaints in a timely manner, per current procedures.
  • Respond to customers in a polite and courteous manner, especially in stressful situations, projecting patience, empathy, caring, and sincerity in voice tone and words. Establish rapport over the phone quickly, and remain positive and enthusiastic over prolonged periods of customer service.
  • Express thought and information clearly and succinctly. Inspire confidence and positively influence the behavior, actions, and thoughts of others. Communicate potentially unpleasant or negative information in a tactful manner.
  • Possess good knowledge of company products to be able to inform customer of company promotions and upgrades, explain product/service variations and recommend most suitable products/quantities.
  • Notify management of appropriate issues and trends in a proactive manner.
  • Prepare documents including routine internal and external correspondence and communications, time lines and reports, charts, and tables.
  • Set-up and maintain records, spreadsheets, logs and files, which may contain confidential information.
  • Type Marketing, Sales and Technical Services training/instructional materials, SOPs and manuals.
  • Ability to learn new skills and retain large amounts of information, facts, rules, procedures and codes.
  • Perform trade show duties, including coordination with Marketing Department, exhibit planning and show services/logistics.
  • Create, update and maintain customer forms and agreements.
  • Assist in development of contractual requirements, order processes and shipping documentation pertaining to domestic and international distribution.
  • Assist in development of standard operation procedures and related documents.
  • Create product rolling forecasts and consumption records based on customer data.
  • Assist in processing departmental documents through Document Control Department.
  • Construct customer letters/bulletins, as necessary.
  • Assist in financial/sales order/technical services related audits.
  • Perform other duties, as assigned.

Supervisory Responsibilities:        None required.


Qualifications:
To perform this successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

  • Customer Service/Sales Order/Call Center experience
  • Excellent administration and time management skills
  • Knowledge of Medical Terminology; Clinical or Medical background desirable
  • Excellent PC skills: proficient in Word/Excel/PowerPoint/Outlook; strong data entry skills
  • Strong customer service orientation, verbal and written communication skills and professionalism
  • Attention to detail, reliable and quality focused; must be able to multi-task
  • Excellent decision making, problem solving, analytical and organizational skills.

Education and Experience:
High school diploma or equivalent; some college and 2 to 3 years of related work experience preferred. Medical Device and/ or Biotech/Clinical Diagnostics Customer Service experience highly desired.


Language Skills:                  
Excellent  verbal and written communication skills (English language)


Mathematical Skills:            
Must be consistent with high school level education.


Reasoning Ability:                
Good problem solving, judgment and decision making skills are required.


Certifications, Licenses, Registrations:    None required.


Physical Demands:
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of the job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.


Work entails regularly performing tasks while working at a computer and desk including typing, phone work and filing. Work may involve occasional climbing or balance. Work entails occasional lifting and/or moving up to 25 pounds. Work occasionally requires travel between buildings. This is typically completed by foot or by car.


The employee’s sensory modalities (vision, hearing, smell) and physical characteristics described here are representative of those an employee encounter while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.


Work Environment:
The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.


This position will involve a combination of office and biotechnology laboratory environments. While performing the duties of this job, the employee may be exposed to hazardous chemicals, blood borne pathogens, automated equipment and high levels of noise and vibration. The noise level in the work environment is usually moderate.