Customer Service Specialist - Order Entry
Job description
For 75 years, Charles River employees have worked together to assist in the discovery, development and safe manufacture of new drug therapies. When you join our family, you will have a significant impact on the health and well-being of people across the globe. Whether your background is in life sciences, finance, IT, sales or another area, your skills will play an important role in the work we perform. In return, we’ll help you build a career that you can feel passionate about.
IMPORTANT: In order to be considered for this position, a resume/CV must be uploaded and submitted during the application process. Please make sure work history and education are added correctly.
Job Summary
We are seeking an entry level, Customer Service Specialist at our Wilmington location. This individual will provide dependable, quality customer service, including response to product inquiries, efficient order coordination and processing, and routine problem solving.
**Up to $1,000 sign on bonus** (excluding Charles River employees)
Work Week Schedule: Monday - Friday
Training Schedule: 8:30 am - 5:00 pm
Schedule after Training: 10:00 am - 6:30 pm
ESSENTIAL DUTIES AND RESPONSIBILITIES:
- Enter orders and price quotations for products and services, including changes to existing orders; establish new customer accounts, as well as update existing accounts with data management group; record lost orders; and send order confirmations.
- Fully utilize SalesForce for documentation of all customer communications.
- Respond to basic inquiries via telephone, e-mail, and/or live chat regarding products and services.
- Communicate animal availability, product information, and delivery schedules.
- Resolve basic problems and customer complaints; escalate complex issues.
- Serve as liaison between Inventory Specialist at all Charles River facilities and other support groups to effectively process orders and satisfy customer requests.
- Coordinate with transportation carriers and/or freight forwarders regarding shipments.
- Coordinate information regarding new business, customer issues, or other pertinent customer information to the Sales organization.
- Process routine reports as required.
- May process applicable paperwork for shipment of international orders.
- May be responsible for basic assigned account(s).
- Must be able to come to our Wilmington site during training.
- Perform all other related duties as assigned.
MINIMUM QUALIFICATIONS:
- High School diploma or GED (General Education Degree).
- One to two years related experience and/or training.
- An equivalent combination of education and experience may be accepted as a satisfactory substitute for the specific education and experience listed above.
- Must be able to use discretion, tact, and diplomacy.
- Must be able to prioritize and multi-task.
- Must have excellent organizational skills.
- Ability to work independently.
- Proficient in computers (IE: MS Office Suite).
PREFERRED QUALIFICATIONS:
- Associate’s Degree (A.A./A.S.) or equivalent in Business or related discipline.
- Customer Service experience.
- Salesforce.com Service Cloud
- SAP/ERP
- Cisco telephone systems.
IMPORTANT: A resume is required to be considered for this position. If you have not uploaded your resume in your candidate profile, please return to upload field and attach your resume/CV.
About Research Models & Services
Fundamental to basic research and discovery is the use of in vivo models to help identify disease targets and determine potential biological pathways that regulate the condition. As the world’s leader in the production and distribution of the highest quality research animal, with 1 out of 2 animal models produced for preclinical research globally, we understand the importance of this step. With seven decades of experience, our expertise is unmatched, allowing us to provide you with the perfect model, including disease-specific and preconditioned options, for basic research and beyond.
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