POSITION SUMMARY
This position is responsible for interacting with customers to answer questions, investigate complaints, and provide information regarding products and services as necessary.
RESPONSIBILITIES
Interacting with customers over the phone and by email to identify customer needs and/or problems, conducting necessary investigation or research to provide information, answer questions, and troubleshoot in a timely manner.
Resolving complaints and complex service delivery issues promptly.
Monitoring and responding to daily emails or inquiries from customers, referring sensitive problems to the appropriate individuals.
Adjusting billing errors as needed.
Corresponding with current and potential customers to provide information about products and services.
Receiving and processing customer orders and soliciting sales of new products or services when appropriate.
Following up on all customer calls and inquiries.
Gaining and maintaining up-to-date knowledge of relevant products to assist customers efficiently.
Assisting Sales Managers with arranging orders/shipments for customers, preparing orders, providing shipping documents, following up on deliveries with Logistics or Warehouse, and monitoring open orders.
Monitoring inventory of stock chemical items and placing orders to vendors as needed.
Placing orders to vendors upon customer demand.
Adding new parts to the system for Chemical Materials Division and Life Science Division.
Adjusting inventory in the system as needed.
Performing additional duties outside the scope of the job description as needed or requested.
Assisting with accounting-related tasks.
Shipping orders in the system.
Processing return products in the system.
QUALIFICATIONS/ COMPETENCIES
High School Diploma or GED; and more than three years of related experience; or equivalent combination of education and experience.
Proficiency in MS Office (Word, Excel, Outlook).
Knowledge of Epicor Systems is a plus.
Team-oriented, focusing first on teamwork and team building.
Strong customer service skills, experience working with and cultivating customer relationships.
Effective time management skills and attention to detail.
Self-sufficient with strong problem-solving skills.
Verbal and written communication skills, organizing and expressing ideas clearly and conveying information appropriately and effectively in individual and group situations.
SALARY USD $22-25/h
LOCATION Durham, NC
WORK STYLE Hybrid work
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