Customer Service Representative - Simply Biotech

OVERVIEW

Immediate opening for a Customer Service Representative with a biotech company in Irvine, CA who possesses: -1 or more years of B2B sales support/Customer Service-Order/Delivery scheduling

Email resumes to tness@simplybiotech.com or call 858.258.6501

-Process sales orders in ERP system received daily via phone, email, or chat with appropriate scheduled delivery dates and corresponding email confirmations.-Make onboarding calls to new customers to ensure maximum patient results and long-term success.

-Answer product, service, and policy-related questions from current and new customers, as well as from actual patients, received via phone, email, or chat.-Make daily outbound lab calls to dental practices to add product to orders, verify shipping addresses, provide education on products and services, and respond to customer inquiries.-Increase sales by up-selling/cross-selling products and actively informing customers of monthly promotions and volume-based price discounts.-Ensure on-going customer success is achieved through product education and exceptional customer support.-Record and track communications with customers via the CRM system.-Provide pricing and delivery information to customers via phone or email.-Resolve product or service-related issues by applying effective communication skills with customers to determine root causes and acceptable solutions to problems; expediting adjustments or corrections and following-up with customers through final resolution.-Assist with new product field tests and customer surveys as needed.-Other duties as assigned.-Open customer accounts by recording account information in ERP system.-Maintain customer records by updating account information in ERP system, including credit card information.-Coordinating product returns and/or refunds with Operations.-Track and maintain records of customer interactions and transactions via the CRM system, including inquiries, comments, complaints, and details of actions taken.-Communicate and coordinate logistics with internal departments as needed.-Provide feedback on the efficiency of the customer care process.-Recommend potential products/changes to products/product system issues to management by collecting customer information and analyzing customer needs.-Contribute to successful team effort by supporting team goals and objectives, engaging in team meetings and participating in coaching and training activities.-Comply with company Complaint Handling process.-Comply with relevant company Quality System procedures and instructions.-Support additional customer activities as requested by company leadership; actively participating in special company projects.

• Problem Solving
• Identifies and resolves problems in a timely manner; Gathers and analyzes information skillfully; Works well in group problem solving situations; Uses reason even when dealing with emotional topics.-Project Management
• Communicates changes and progress.-Technical Skills
• Strives to continuously build knowledge and skills; Shares expertise with others.-Customer Service
• Manages difficult or emotional customer situations; Responds promptly to customer needs; Solicits customer feedback to improve service; Responds to requests for service and assistance; Meets commitments.-Interpersonal Skills
• Focuses on solving conflict, not blaming; Maintains confidentiality; Listens to others without interrupting; Keeps emotions under control; Remains open to others' ideas and tries new things.-Oral Communication
• Speaks clearly and persuasively in positive or negative situations; listens and gets clarification; Responds well to questions; Demonstrates group presentation skills; Participates in meetings.-Written Communication
• Writes clearly and informatively; Edits work for spelling and grammar; Varies writing style to meet needs; Presents numerical data effectively; Able to read and interpret written information.-Teamwork
• Balances team and individual responsibilities; Exhibits objectivity and openness to others' views; Gives and welcomes feedback; Contributes to building a positive team spirit; Puts success of team above own interests; Able to build morale and group commitments to goals and objectives; Supports everyone's efforts to succeed.-Leadership
• Accepts feedback from others.-Business Acumen
• Understands business implications of decisions; Demonstrates knowledge of market and competition.-Cost Consciousness
• Conserves organizational resources.-Ethics
• Treats people with respect; Keeps commitments; inspires the trust of others; Works with integrity and ethically; Upholds organizational values.-Organizational Support
• Follows policies and procedures; Completes administrative tasks correctly and on time; supports organization's goals and values.-Judgment
• Displays willingness to make decisions; Exhibits sound and accurate judgment; Supports and explains reasoning for decisions; Includes appropriate people in decision-making process; Makes timely decisions.-Planning/Organizing
• Uses time efficiently.-Professionalism
• Approaches others in a tactful manner; Reacts well under pressure; Treats others with respect and consideration regardless of their status or position; Accepts responsibility for own actions; Follows through on commitments.-Quality
• Demonstrates accuracy and thoroughness; Looks for ways to improve and promote quality; Applies feedback to improve performance; Monitors own work to ensure quality.-Quantity
• Completes work in timely manner; Strives to increase productivity; Works quickly.-Safety and Security
• Observes safety and security procedures; Reports potentially unsafe conditions; Uses equipment and materials properly.-Adaptability
• Adapts to changes in the work environment; Manages competing demands; Changes approach or method to best fit the situation; Able to deal with frequent change, delays, or unexpected events.-Attendance/Punctuality
• Is consistently at work and on time; Ensures work responsibilities are covered when absent; Arrives at meetings and appointments on time.-Dependability
• Follows instructions, responds to management direction; Takes responsibility for own actions; Keeps commitments; Completes tasks on time or notifies appropriate person with an alternate plan.-Initiative
• Asks for and offers help when needed.-Innovation
• Generates suggestions for improving work.

Salary Range: $20/hr

For immediate and confidential consideration, please email your resume to tness@simplybiotech.com or call 858.258.6501. More information can be found at www.simplybiotech.com