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Customer Service Rep II

Integrated Resources, Inc

San Diego, CA

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JOB DETAILS
SALARY
SKILLS
Billing, Communication Skills, Computer Skills, Customer Escalations, Customer Relations, Customer Relationship Management (CRM) Systems, Customer Satisfaction, Customer Support/Service, Data Entry, Detail Oriented, ERP (Enterprise Resource Planning), Electronic Data Interchange (EDI), Error Handling, Exceeded Sales Goal, Metrics, Microsoft Office, Multiplatform/Cross-Platform, Order Processing, Presentation/Verbal Skills, Process Improvement, Service Delivery, Time Management, Training/Teaching, Writing Skills
LOCATION
San Diego, CA
POSTED
9 days ago
Pay: $24 hourly
Duration: 5 months, possibility of extension
Schedule: 8-hour shifts. Flexible start times between 6:00 AM and 8:30 AM.
Location: San Diego, CA; Hybrid Monday and Friday remote; Tuesday through Thursday onsite.

Job Description:
Duties:
  • Looking for a motivated, innovative, and energetic individual to join our team. With a mindset of always being open to improvement, we are looking for someone to perform these job duties and who looks at how we can improve them.
  • Responsible for the timely and accurate data entry and input of customer orders into our Enterprise Resource Planning (ERP) system.
  • Enter and accurately process a high volume of daily orders (150 - 200 daily).
  • Initiate customer contact via phone and or email communication on an as needed basis to verify order information.
  • Provide exceptional service to inbound customers over the phone and via email to place new orders and provide availability and delivery information.
  • Responsible for the electronic processing and exception handling of electronic orders in system.
  • Consistently meet or exceed productivity and quality expectations to support legendary service Clients and surpass customer satisfaction; Identify and solve any potential roadblocks that could affect those goals.
  • Confidently navigate multiple system applications to deliver legendary service in every interaction throughout the order life cycle.
  • Run reports generating order entry snapshots to keep team informed on daily progress and trending versus goals.
  • Be an agent of change listen to ideas, share thoughts, and work together to implement process improvements.
  • Escalates customer issues to management.
  • Provides ongoing data entry support to the Customer Care Department on an as needed basis. Assist Associate Customer Service Representatives with addressing customer expectations.
  • Identify any discrepancies or potential obstacles that could impact on-time delivery to effectively communicate with the customer for a timely resolution.
  • Be the subject matter expert on the intricacies and fulfillment criteria of multiple ordering platforms.
  • Be familiar with the specific customer needs for various public and private research institutions.
  • Properly route or address non-technical customer inquiries regarding delivery information of current and previous shipments, the status of their orders, and invoices.
  • Maintain a professional level of privacy regarding confidential customer information.
  • Actively participate in our daily department meetings, owning metrics and providing thoughtful insight and solutions to challenges.
  • Become eligible to serve as a Qualified Trainer for the team.
  • Other projects or responsibilities as may be required.
Skills:
Minimum Qualifications Education and Experience
  • 2-3 years of applicable Customer Service experience
  • 2-3 years of experience entering high volume of data or orders (150-200 daily)
  • 2 years of experience with Enterprise Resources Planning (ERP) systems
  • 2 years of experience with Customer Relationship Management (CRM) systems
  • Strong computer skills, minimum intermediate proficiency with MS Office programs
  • Ability to work in a dynamic, fast-paced environment
  • Independent self-started who strives to meet and exceed goals
  • Strong attention to detail accuracy is essential
  • Proven excellent verbal/written communication
  • Proven track record of de-escalating customer issues with sympathy and empathy
Education:
Preferred Qualifications Education and Experience
  • Bachelor s Degree or equivalent combination of education and experience
  • Proficient knowledge of Enterprise Resources Planning (ERP) systems
  • Proficient knowledge of Customer Relationship (CRM) systems
  • Proficient experience with EDI order processing
  • Experience with multiple order source platforms
  • A desire to enact change and strive for innovation
  • Proficiency with 10-key

About the Company

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Integrated Resources, Inc

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