Customer Success Representative

LGC Clinical Diagnostics • Milford, MA

1d • 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

Benefits

• LGC strongly believes that every job applicant and employee should be valued for their individual talents regardless of age, disability, race, color, ethnic or national origin, sex, sexual orientation, gender reassignment, marital or civil partnership, pregnancy or maternity, religion, or belief.

What This Job Offers

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