Customer Service Support Specialist

Inotiv • Indianapolis, IN

3d • Hybrid

About The Position

This position provides excellent internal account management to existing accounts in North America and international intercompany customers. Key responsibilities include: Evaluate and input billing daily. Verify Pricing. Able to effectively communicate verbally and in writing at a high level of sophistication with customers and cross functional support groups. This role requires the ability to manage multiple computer screens while communicating by phone or email with internal customers. Knowledge of production within Research Models and Services, Models and Locations, and Products and Services is also necessary. The role is dedicated to the humane and ethical care of research animals. The ideal candidate will have a motivated, positive, can-do attitude with significant focus on meeting customer needs, proven high-level mental organization and time management skills, and demonstrated attention to detail to correctly process shipping and billing locations, delivery dates, and specific customer requirements. The ability to process large volumes of information and prioritize duties under extremely busy conditions, de-escalate situations calmly and tactfully, and maintain a calm demeanor under stress are essential. This role also involves sharing knowledge professionally, being approachable by co-workers, respecting others, connecting with customers and support groups, recognizing and addressing areas for improvement, limiting non-productive activities, and being willing to go the extra mile for a customer. The ability to not let personal or professional circumstances affect productivity and relatability at work is also important. This is a hybrid role. Other special projects and duties as assigned.

Requirements

• High School Diploma
• Minimum of 1 year of relevant experience.
• Excellent computer, keyboarding and data entry skills.
• Demonstrated attention to detail
• Excellent verbal and written communication skills
• Works as a team player
• Extended computer and display screen usage.
• Ability to read, interpret materials, and communicate effectively.
• JDE, Workday, Teams, InContact proficiency
• Intermediate level of proficiency with Excel, PowerPoint, Word, and Outlook
• Ability to manage multiple computer screens while communicating by phone or email with internal customers
• Knowledge of production within Research Models and Services
• Knowledge of Models and Locations
• Knowledge of Products and Services
• Ability to attain competency level 2 or higher in Customer Master review and knowledge
• Ability to attain competency level 2 or higher in Customer Restrictions review
• Ability to attain competency level 2 or higher in View Customer Route
• Ability to attain competency level 2 or higher in View Special Pricing
• Motivated, positive, can-do attitude with significant focus on meeting customer needs
• Proven high-level mental organization and time management skills
• Demonstrated attention to detail to correctly process shipping and billing locations, delivery dates, and specific customer requirements
• Ability to process large volumes of information and prioritize duties under extremely busy conditions
• Ability to de-escalate a situation calmly, tactfully, and with diplomacy with an excellent, positive attitude toward customer service
• Ability to maintain a calm demeanor when under stress
• Ability to share knowledge with others in a professional manner
• Able to be approached by co-workers for assistance
• Respectful of others even if they do not share your skill’s/knowledge/job role
• Able to connect with customers, co-workers, and support groups so they prefer to do business with you
• Able to recognize and address areas for improvement to strengthen your performance and position.
• Ability to limit non-productive activities to stay focused on work even when unsupervised
• Willing to go the extra mile for a customer even if you are inconvenienced
• Ability to not let circumstances either personal or professional affect your productivity and relatability at work
• Results Driven
• Efficient
• Communication
• Collaboration
• Critical Thinking and Problem Solving
• Organization and time management

Responsibilities

• Accurate and prompt completion of all billing and credit orders
• Less than .1% error rate on order entry and processing of all invoices, credits and rebills
• Reasonable response time or acknowledgement of email request based on guidelines set by supervisors/managers
• Initiate credit/ rebill requests within 48 hours or less based on severity of issue
• Provide high level of professional service to exceed expectations of our customers (Customer Survey feedback – very satisfied)
• Other special projects and duties as assigned

Benefits

• health and dental coverage
• short- and long-term disability
• paid time off
• paid parental leave
• 401K

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED