Customer Service Rep II
2 months ago
San Diego
Job DescriptionCustomer 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., • Assist 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., • Actively 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., • 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, • A desire to enact change and strive for innovation, • Proficiency with 10-key, • Strong computer skills; minimum intermediate proficiency with MS Office programs, • Ability 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, • Bachelor's Degree or equivalent combination of education and experience #TB_PH #ZRCompany DescriptionFounded in 2002 by three former Monster.com executives; TalentBurst is an award-winning full-service Staffing Firm working directly with Fortune 500 companies in the US and Canada. We specialize in Contract and Contract to Permanent roles across many industries and have direct/contractual relationships with all our clients. Please visit our website or come meet us at our offices in Natick, MA, Miami, FL, Christiansburg, VA, Vineland, NJ, Houston, TX & downtown San Francisco, CAFounded in 2002 by three former Monster.com executives; TalentBurst is an award-winning full-service Staffing Firm working directly with Fortune 500 companies in the US and Canada. We specialize in Contract and Contract to Permanent roles across many industries and have direct/contractual relationships with all our clients. Please visit our website or come meet us at our offices in Natick, MA, Miami, FL, Christiansburg, VA, Vineland, NJ, Houston, TX & downtown San Francisco, CA