Customer Service Representative III

This is a fully remote position, open to applicants in Texas.

📋 Description

• Develop, oversee, and uphold ERP system requests that facilitate comprehensive order fulfillment.

• Manage customer service, manual allocations, electronic order error corrections, order creation, and inquiries.

• Accept, assess, and enter customer orders from recognized communication methods.

• Verify orders prior to creation and amend details to avert downstream issues.

• Handle short supply scenarios, backorders, and manual allocations in collaboration with Supply Chain.

• Enter and manage exceptional or specialty product orders, including credits, rebills, and returns.

• Partner with Supply Chain and Commercial Operations teams to ensure timely delivery, promotions, and product launches.

• Deliver professional customer interactions across all communication channels.

• Draft timely and precise written and verbal responses, documenting customer interactions.

• Achieve or surpass standards for order accuracy, turnaround time, and productivity.

• Address product and service complaints according to company policies and FDA, ISO, cMDR, and HIPAA regulations.

• Escalate significant incidents, compliance issues, and customer grievances to management.

• Engage in team meetings, departmental initiatives, and continuous improvement projects.

⛳️ Requirements

• A minimum of 3-5 years of experience in a customer service position, ideally within the life sciences, biotechnology, or related scientific fields.

• High School diploma or GED required.

• Capability to manage intricate customer inquiries and independently resolve issues.

• Exceptional verbal and written communication abilities.

• Proficiency in articulating technical information in a clear and concise manner.

• Familiarity with CRM software, such as Salesforce.

• Understanding of ERP systems, including SAP ECC or S/4HANA.

• Robust problem-solving and analytical capabilities.

• Ability to function autonomously and collaboratively within a team in a dynamic environment.

• Empathy and dedication to ensuring customer satisfaction.

• Proficient in Microsoft Office Suite (Word, Excel, Outlook).

• Experience in Supply Chain Management and cross-functional initiatives.

• Knowledge of phone systems, ERP, and workforce management software.

• Skills in data entry, critical thinking, relationship building, and interpersonal communication.

• Capacity to juggle multiple diverse responsibilities efficiently and accurately.

• Strong attention to detail.

🏝️ Benefits

• Remote work arrangement available for this position.

• COVID-19 vaccination/testing accommodations provided where applicable.

• Opportunities for learning, growth, and professional development.

• Face-to-face collaboration and a supportive workplace culture.

• Commitment to equal opportunity employment.