Customer Service Representative III

MSD Careers•All, MD

1d•Onsite

About The Position

Provide professional, courteous, customer-centric service to the MSD customer base. This position will directly interact with various customers and interface with multiple internal departments to facilitate the processing of quotes, orders and customer requests to allow for timely shipping of MSD products worldwide.

Requirements

Bachelor’s degree required (Additional years (6) of experience may be substituted for a degree)
Minimum 3 year experience supporting sophisticated and diverse customers
Proficiency with standard office equipment (phone, fax, computer literate, etc.)
Complete understanding and demonstrated proficiency of key Customer Service functions: Order entry and management, Quote preparation, Customer phone and grammatically correct email communications, Overall understanding of the sales process from conception to completion
Demonstrated proficiency and complete utilization of CRM and inventory management ERP systems
Subject matter and process flow expert
Logical problem solving and demonstrated ability to organize and move project tasks forward in an orderly and structured fashion
Ability to identify and effectively address customer concerns with a sense of urgency and with customer service orientation
Excellent oral, written communication and interpersonal skills
Ability to discuss product, pricing and order information with the customer
Strong customer service skills including detail-oriented follow up with customers and other internal personnel
Demonstrate professional etiquette and courtesy and ability to build strong relationships
Track record of successfully handling escalated customer interactions
Effectively communicate issues/problems and results that impact timelines, accuracy and status of customer order data
Perform basic mathematic calculations correctly
Proven leadership abilities by successfully completing additional responsibilities
Proficiency in MS Office
A wide degree of creativity and latitude is expected including the ability to multi-task and work productively in a demanding customer service environment with changing priorities

Nice To Haves

Experience with other businesses and ERP systems
Experience with JD Edwards software is highly preferred
A Life Sciences background
Experience in a call center environment
Ability to speak a second language, in addition to English

Responsibilities

Complaint investigations, customer follow-up and data management
Forward concerns to the appropriate parties
Document outcomes and resolutions appropriately
Coordinate and communicate order status updates throughout the order process cycle
Ensure product delivery in accordance with customer requirements
Communicate product information, pricing and ordering information to prospective customers
Augment customer education on MSD product lines and their uses
Process customer quotes and orders
Accurately enter customer contact and product information into company’s ERP and CRM systems
Calculate and quote pricing and discounts from pricing guidelines and tables
Perform other data entry and database clean up and audit projects as directed
Assist with development and implementation of new departmental processes and procedures
Develop and perform departmental training
Assist with compiling and analyzing departmental statistics and performance metrics
Communicate order requests, tracking updates and shipping information to sales representatives and other internal departments as needed
Collaborate with other departments to facilitate order fulfillment and invoicing
Specific duties may vary depending upon departmental requirements