Customer Service Representative - 21192

Customer Service Representative- Simply Biotech     

OVERVIEW     

Are you looking for a new career opportunity with an exciting biotech company?! Then we've got the right team for you! In this role, you're responsible for the duties listed below.     

Immediate opening for a Customer Service Representative with a biotech company in Irvine, CA who possesses:      
        

• B2B sales support/Customer Service - 1+ yrs
• Order Entry - 1+ yrs
• ERP experience +   

FULL DESCRIPTION:   

The selected candidate will be responsible for:    

• 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.
• 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.
• 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.
• Support additional customer activities as requested by company leadership; actively participating in special company projects.

 
Salary Range: $20/hr