Customer Service Rep II
San Diego, CA
4+ MONTHS

Responsibilities:

Responsible for the timely and accurate data entry and input of customer orders into our Enterprise Resource Planning (ERP) system.
Enter and accurately process a high volume of daily orders (150-200 daily).
Initiate customer contact via phone and/or email communication on an as-needed basis to verify order information.
Provide exceptional service to inbound customers over the phone and via email to place new orders and provide availability and delivery information.
Responsible for the electronic processing and exception handling of electronic orders in the system.
Consistently meet or exceed productivity and quality expectations to support legendary service targets and surpass customer satisfaction; identify and solve any potential roadblocks that could affect those goals.
Confidently navigate multiple system applications to deliver legendary service in every interaction throughout the order life cycle.
Run reports generating order-entry snapshots to keep the team informed on daily progress and trending versus goals.
Be an agent of change - listen to ideas, share thoughts, and work together to implement process improvements.
Escalate customer issues to management.
Provide ongoing data-entry support to the Customer Care Department on an as-needed basis.
ssist Associate Customer Service Representatives with addressing customer expectations.
Identify any discrepancies or potential obstacles that could impact on-time delivery and effectively communicate with the customer for timely resolution.
Be the subject-matter expert on the intricacies and fulfillment criteria of multiple ordering platforms.
Be familiar with the specific customer needs for various public and private research institutions.
Properly route or address non-technical customer inquiries regarding delivery information of current and previous shipments, the status of their orders, and invoices.
Maintain a professional level of privacy regarding confidential customer information.
ctively participate in daily department meetings, owning metrics and providing thoughtful insights and solutions to challenges.
Become eligible to serve as a Qualified Trainer for the team.
Other projects or responsibilities as may be required.

Skills:

2-3 years of applicable customer service experience
2-3 years of experience entering a high volume of data or orders (150-200 daily)
2 years of experience with Enterprise Resource Planning (ERP) systems
2 years of experience with Customer Relationship Management (CRM) systems
Proficient knowledge of ERP systems
Proficient knowledge of CRM systems
Proficient experience with EDI order processing
Experience with multiple order source platforms
desire to enact change and strive for innovation
Proficiency with 10-key
Strong computer skills; minimum intermediate proficiency with MS Office programs
bility to work in a dynamic, fast-paced environment
Independent self-starter who strives to meet and exceed goals
Strong attention to detail - accuracy is essential
Proven excellent verbal/written communication
Proven track record of de-escalating customer issues with sympathy and empathy

Education:

Bachelor's Degree or equivalent combination of education and experience

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Customer Service Rep II at TalentBurst

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