Customer Success Representative

LGC Group•Milford, MA

2d•$39,000 - $54,000•Remote

About The Position

Join LGC as a Customer Success Representative and play a crucial role in our team! This is an outstanding opportunity to be the primary contact for our esteemed customers, ensuring they receive outstanding support and flawless service. This role is a remote position and open to candidates within the United States.

Requirements

High school diploma or equivalent experience (GED)
Proven ability to engage professionally, courteously, and effectively with customers over the phone or via other mechanisms in support of customer requests
Strong computer skills required, including working knowledge of Microsoft Office suite of products, particularly Word, Excel, and PowerPoint

Nice To Haves

Experience or working knowledge of ERP systems, ideally SAP
Salesforce
International order experience
Demonstrated effective time management skills
Excellent written and oral communication skills
Strong multitasking, time management, and problem-solving skills
Demonstrated good professional judgment, tact, and diplomacy in dealing with internal and external customers, as well as the ability to handle confidential and/or proprietary information
Ability to work independently as well as part of a team with minimal mentorship or supervision
Highly approachable and courteous in speaking and engaging with customers
Highly accurate and diligent
Aptitude to work in a complex and rapidly growing company
Initiative and organizational skills are extremely valuable to ensure good customer service
Resonate and operate in line with LGC’s core value behaviors: Passion, Curiosity, Integrity, Brilliance, and Respect.

Responsibilities

Respond quickly and professionally to customer inquiries, including pricing, availability, order status, shipping details, etc.
Act as the voice of the customer internally to drive continuous improvement
Process orders for the designated LGC entity, ensuring completeness of specifications, prices, locations, and other relevant information for both product and custom orders
Assess individual customer requirements and direct activities to the appropriate departments
Acknowledge customer orders, advise on changes, order status, backorders, quote prices, and any other modifications; process and route orders for shipping
Process credit card payments when appropriate, ensuring the privacy of customer account information
Provide required documentation related to each order to meet shipping schedules (i.e., material safety data sheets, certificates of analysis, custom orders, etc.)
Apply the sales order entry system to provide accurate information to customers, including interpreting quotes, promotions, and credit policies
Follow established service quality standards and meet order accuracy standards; adhere to departmental SOPs and training guidelines
Adhere to the requirements of the company’s ISO quality management system
Perform other duties as assigned to meet business needs