Customer Service Representative II, Order Administration

Customer Service Representative II, Order Administration

The BioLegend North America Customer Care team is looking for a motivated, innovative, and energetic individual to join our team. With a mindset of always being open to improvement, we are looking for someone to perform these job duties and who looks at how we can improve them.

On our team, you can expect a dynamic and fast-paced atmosphere. You will be a part of an inclusive and collaborative environment where peers from all different walks of life come together with one common goal providing our customers with legendary service. At BioLegend, you will enjoy the perks of a state-of-the-art campus including outdoor yoga classes, fitness center, wellness rooms, a Caf with a variety of hot and cold meals, a buffet, and more!

Essential Functions :

• 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 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 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.
• Escalates customer issues to management.
• Provides 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 to effectively communicate with the customer for a 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 our daily department meetings, owning metrics and providing thoughtful insight and solutions to challenges.
• Become eligible to serve as a Qualified Trainer for the team.
• Other projects or responsibilities as may be required.

Minimum Qualifications Education and Experience :

Preferred Qualifications Education and Experience :

Work Environment & Physical Demands :

Office

While performing the duties of this job, the employee regularly works in an office setting. Occasional exposure to a laboratory and warehouse environment.

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.

While performing the duties of this job, the employee is regularly required to use hands and fingers to handle, feel, or operate objects, tools or controls, and reach with hands and arms. The employee is frequently required to stand, talk, and hear.

The base salary range for this full-time position is $22-24 / hour. This range reflects the minimum and maximum target for a new hire in this position. The base pay actually offered to the successful candidate will take into account internal equity, work location, and additional factors, including job-related skills, experience, and relevant education or training. Your recruiter can share more about the specific salary range for your preferred location during the hiring process.

We provide competitive and comprehensive benefits to our employees. Below are some highlights of our benefits :

Revvity is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to any characteristic or status protected by applicable federal, state, and / or local laws. If you are an applicant with a disability that requires reasonable accommodation to complete any part of the application process or are limited in the abilityor unable to usethe online application system and need an alternative method for applying, you may contact OpenJobs@revvity.com.