We're looking for a Customer Service Representative, working in the Manufacturing industry in Oakland, California, United States.
Ensures high level of service for customer service through uniform response to callers.
Answers phone in a manner consistent with company standards.
Handles inquiries in one call; eliminates call-backs whenever possible.
Presents a courteous and professional phone image using appropriate phone etiquette.
Provides accurate and timely responses to inquiries.
Takes and processes phone, electronic and emailed orders.
Ensures accuracy of input and completeness of data.
Understands the products sufficient to facilitate customer questions and accurate order processing.
Processes change order requests.
Understands impact of change orders to business system and related departments.
Expedites orders as a result of customer inquiries.
Ascertains reasons for non-shipment (or late shipment).
Ensures resolution of shipment problems.
Understands the products, their part numbers, features/functions and packaging configuration sufficient to facilitate customer questions and accurate order processing.
Enters hard copy orders in the system as required.
Completes and attaches all required order documentation.
Verifies order relationship in GPSS and works with pipette service team to smoothly process new repairs and preventative maintenance requests.
Manages higher calibration orders from Sales to expedite through the Depot.
Updates and edits information in preparations for shipping and invoicing.
Answers incoming calls from internal and external customers.
Monitors and keeps workload current – advises supervisor when assistance is needed.
Works to meet the established individual and department goals.
Responds to customer requests to return product. Evaluates reasons for return and processes return authorization in accordance with related procedures and work instructions.
Evaluates and recommends alternatives to return; including no charge replacement or credit-only with no return required. Understands the fiscal impact of returned products and seeks to minimize costs related to returns.
Prepares any required correspondence to customers in a professional and appropriate manner.
Facilitates customer communications with other departments and divisions.
Records customer feedback, in the form of complaints, compliments and requests, in the appropriate database.
Monitors own work performance through use of reports, inquiry screens, etc. to insure that all transactions are processed correctly and in a timely manner.
Serves as back-up, as required, to the Receptionist for lunch/break relief, as well as absence due to illness/vacation.
The pay range we are offering is 20 to 23 per hour. This position may present an opportunity to go permanent.
Our client is a nationwide recruiting company. Focused on placing professionals in engineering, IT, manufacturing, and administrative positions. Focused on you. With dedicated managers specialized in your industry.
They know that you are their customer as much as the great companies for whom they hire. 90% of those companies call our client a “partner for life.” They solve problems. Create opportunities.
They also champion for you. Invest in your success. Because they know the feeling of finding the perfect job. Is this the perfect job for you? Are you perfect for this job? It’s worth finding out. You are worth it.
Experience Required for Your Success
5 years related experience
Ability to read and comprehend written instructions, correspondence, and memos
Ability to write business correspondence
Ability to effectively present information in one-on-one and small group situations to staff, customers and/or other employees
Ability to calculate figures and amounts such as discounts and percentages
Ability to interpret a variety of instructions furnished in written, oral, diagram or schedule form
Ability to deal with problems involving several concrete variables in situations with limited standardization
Knowledge of SAP, and Microsoft Office Suite
Personal commitment to providing exceptional service
Technical competency with products and services
What Do You Think?
Does your experience reflect what it takes to be successful in this role? Do the work and challenges get you excited about what's possible? Apply here.