Strategic Account Manager

Inotiv • Indianapolis, IN

6d • Hybrid

About The Position

This position provides order entry for phone, emailed and faxed orders. Key responsibilities include answering the phone, processing incoming customer requests and providing departmental support. Principal External Contacts: Customers Principal Internal Contacts: Customer Service Specialist, Customer Service Specialist SAM, Customer Service Associate This job contributes to organizational success by: Input all customer orders received by phone, fax or email Resolve issues with orders Enter customer complaints into TrackWise within same day for escalation to investigator Submit lost order information Collaborate with internal partners to resolve customer concerns and establish strong working relationships Provide customer support including, but not limited to, quotes, invoice requests, transportation questions, follow up Understand and adhere to all applicable ISO SOPs, work instructions and company policies Perform other duties as assigned

Requirements

• Hybrid role
• High School diploma required
• Minimum five years of customer service experience
• Solid verbal and written communication skills
• Accurate data entry and keyboarding skills including proficiency with numerical keypad and 60-80 wpm on computer
• Demonstrated attention to detail
• Advanced proficiency with computers, phone systems, and databases (including Excel, Word, JDE, Cognos, inContact, and TrackWise)
• Advanced knowledge of production within Envigo: Models and Locations Products and Services Procedures of Time Mating Surgery Requests
• Participation in projects and training to increase CSD efficiencies and methodoligies
• Ability to perform professional communications related to transportation updates, health status changes or product recalls
• Dedicated to the humane and ethical care of research animals
• Motivated, positive, can-do attitude with significant focus on speed and accuracy for meeting customer needs in order accuracy
• Ability to de-escalate a situation calmly, tactfully, and with diplomacy with an excellent, positive attitude toward customer service
• Ability to maintain a calm demeanour 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 skills/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 effect your shortcomings to improve your position
• Ability to limit non-productive activities to stay focused on work
• Ability to work unsupervised without resorting to non-productive activities
• Willing to go the extra mile for a customer even if you are inconvenienced
• Ability to not let circumstances either personal or professional effect your mood at work
• Ability to go the extra mile to accomplish difficult or inconvenient tasks
• Accurate and prompt completion of all orders
• Less than 0.15% error rate on order entry and processing of all orders
• Reasonable response time or acknowledgement of email or voicemail request based on guidelines set by supervisors
• Provide high level of professional service to exceed expectations of our customers (Customer Survey feedback – very satisfied)
• Full-time position works, on average, 40 hours per week during a normal week. Most shifts occur Monday-Friday and are staggered between 7:30am and 6:00pm and include two 15-minute breaks, and a 60 minute, unpaid, lunch break during a normal shift
• Weekend on-call rotation with quarterly schedule posted

Nice To Haves

• College degree preferred

Responsibilities

• Input all customer orders received by phone, fax or email
• Resolve issues with orders
• Enter customer complaints into TrackWise within same day for escalation to investigator
• Submit lost order information
• Collaborate with internal partners to resolve customer concerns and establish strong working relationships
• Provide customer support including, but not limited to, quotes, invoice requests, transportation questions, follow up
• Understand and adhere to all applicable ISO SOPs, work instructions and company policies
• Perform other duties as assigned
• Produce KPI reports at customer request
• Coverage of CSDOnCall email resolution and/or routing to ensure minimum impact to our customers
• Participate in customer sales calls as requested

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: Mid Level
• Education Level: High school or GED