Employment Classification: Non-Exempt
Department: Instruments
Reports To: Sales Manager
Work Style: On-site (After some time of success in the position, there is a potential of some days working at home office.)
Position Summary
The Customer Service Representative supports the Sales team by serving as a key liaison between customers and internal departments. This position manages customer orders, responds to order-related inquiries, coordinates shipments and returns, and helps ensure customers receive accurate, timely, and professional service.
Key Responsibilities
- Serve as a liaison between customers and internal departments regarding pricing, product availability, repairs, returns/exchanges, back orders, and other order-related matters.
- Receive customer sales orders and accurately enter orders into the ERP system.
- Respond to customer inquiries regarding pricing, delivery schedules, shipment status, terms, and other order information.
- Track incoming shipments and process back-ordered items upon receipt.
- Review and process purchase orders in accordance with company policies.
- Coordinate with Sales and Accounting regarding credit memos.
- Assist with sales-related projects and customer service activities as needed.
- Coordinate with internal departments to support smooth and cost-efficient operations.
- Perform other customer service and order-processing responsibilities as assigned.
- Work additional hours when necessary and appropriate.
Qualifications
- Minimum 3 years of customer service experience.
- Experience with ERP-based order entry.
- Strong written and verbal communication skills.
- Proficiency with Microsoft Excel, Word, Outlook, and cloud-based file storage systems.
- Ability to calculate discounts, percentages, and other basic figures.
- Strong attention to detail and commitment to accuracy.
- Strong organizational and follow-through skills.
- Ability to communicate effectively with customers, coworkers, and various levels of management.
- Professional judgment and discretion.
- Flexible, disciplined, and team-oriented work style.
- Self-motivated with a willingness to contribute to organizational goals.
- Two-year college degree or equivalent work experience preferred.
