Customer Support Data Entry Specialist

DAIRY ONE COOPERATIVE INC•City of Ithaca, NY

1d•Onsite

About The Position

The Customer Support Data Entry Specialist is housed in the Forage/Soil Department and is the first line of contact with current and prospective customers. The position is responsible for quality service in each customer engagement activity and for support of labs through data coordination and entry.

Requirements

High School Diploma required.
Communication skills with the ability to provide clear information in writing, phone, or in-person.
Customer service skills.
Listening skills.
Patience.
Computer literate in Microsoft applications (Teams, Outlook, Word, Excel, and PowerPoint).
Attention to detail.
Problem-solving skills.
Strong organizational skills.
Ability to multi-task.
Understands and conveys information and instructions so that the message accomplishes its intended purpose clearly with colleagues, clients, and external parties.
Effective interpersonal skills.
Positive work ethic.

Nice To Haves

Prior work in customer service and/or data entry preferred.
Science background and familiarization with associated terminology are desirable but not essential.

Responsibilities

Management and distribution of customer emails and telephone calls.
Listening to customers’ questions and concerns and provide answers or responses by phone, email, or other engagement platforms.
Providing information about laboratory packages and services.
Knowing when to escalate technical questions to the appropriate team members.
Intake management of information from submittal forms and data pages.
Maintenance of customer accounts, a contact list, and performing check ins on a regular cadence.
Preparing quotes for laboratory services for customers.
Collect, manage, scan, and file submittal and data page source documents.
Understand the billing process and perform basic accounting duties including credits or debits on accounts.
Management of aged samples with internal teams and external clients.
Gather and report customer feedback to help improve lab packages and services.