Customer Service Representative - 21192

Customer Service Representative - TalentZök

OVERVIEW

Are you looking for a new career opportunity with an exciting 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 in Irvine, CA who possesses:

• 1+ years of B2B sales support or customer service experience
• 1+ years of order entry experience
• ERP experience preferred

FULL DESCRIPTION: We are seeking a Customer Service Representative to support order processing, customer care, sales support, and account maintenance. This role is responsible for processing sales orders, assisting customers by phone, email, or chat, supporting onboarding calls, updating account information, providing product and service information, coordinating returns or refunds, and maintaining accurate customer communication records. The ideal candidate will have B2B customer service or sales support experience, order entry experience, ERP experience, and strong communication skills.

The selected candidate will be responsible for:

• Processing sales orders in the ERP system received daily by phone, email, or chat
• Entering appropriate scheduled delivery dates and sending corresponding email confirmations
• Making onboarding calls to new customers to support long-term customer success
• Answering product, service, and policy-related questions from current customers, new customers, and patients
• Making daily outbound lab calls to dental practices
• Adding products to orders as requested
• Verifying shipping addresses
• Providing education on products and services
• Responding to customer inquiries
• Increasing sales by up-selling and cross-selling products when appropriate
• Informing customers of monthly promotions and volume-based price discounts
• Supporting ongoing customer success through product education and exceptional customer support
• Recording and tracking customer communications in the CRM system
• Providing pricing and delivery information to customers by phone or email
• Resolving product or service-related issues through effective communication
• Determining root causes and acceptable solutions for customer concerns
• Expediting adjustments or corrections and following up through final resolution
• Assisting with new product field tests and customer surveys as needed
• Opening customer accounts by recording account information in the ERP system
• Maintaining customer records by updating account information in the ERP system
• Updating credit card information as needed
• Coordinating product returns and refunds with Operations
• Tracking and maintaining records of customer interactions and transactions in the CRM system
• Documenting inquiries, comments, complaints, and actions taken
• Communicating and coordinating logistics with internal departments as needed
• Providing feedback on the efficiency of the customer care process
• Supporting team goals and objectives
• Participating in team meetings, coaching, and training activities
• Complying with company complaint handling processes
• Supporting additional customer activities and special company projects as requested by leadership

The selected candidate will also possess:

• 1+ years of B2B sales support or customer service experience required
• 1+ years of order entry experience required
• ERP experience preferred
• CRM experience preferred
• Experience processing customer orders by phone, email, or chat preferred
• Experience updating customer account information in an ERP system preferred
• Experience providing pricing, delivery, product, service, or policy information to customers
• Experience coordinating returns, refunds, adjustments, or corrections preferred
• Strong verbal and written communication skills
• Strong customer service mindset
• Strong attention to detail and accuracy
• Ability to follow established processes and procedures
• Ability to document customer interactions accurately
• Ability to resolve customer issues professionally and efficiently
• Ability to work collaboratively with internal departments
• Ability to manage multiple priorities in a fast-paced environment
• Ability to participate in coaching, training, team meetings, and special projects
• Ability to work onsite in Irvine, CA

Physical Requirements:

• Ability to sit and work at a computer for extended periods
• Ability to communicate by phone, email, chat, and in person throughout the workday
• Ability to review sales orders, customer records, CRM notes, ERP data, pricing information, delivery details, and computer screens for extended periods
• Ability to use hands and fingers for typing, data entry, order processing, account updates, and standard office tasks
• Ability to occasionally stand, walk, bend, reach, and move throughout the office as needed
• Ability to occasionally lift, carry, or move standard office files, documents, or supplies

Salary Range: $20/hour
More information can be found at www.talentzok.com.