Customer Service Representative

Job Title: Customer Service Representative
Location: Norcross, GA
Type: Contract
Compensation: $20-$24
Work Model: Hybrid – onsite and remote
Hours: 40.0

Overview
Leading biotechnology company looking for an experienced Customer Service Representative. Ideal candidates should have 2-3 years of relevant experience.

Responsibilities

• Respond to order status inquiries received through email and Salesforce case queues in a timely and professional manner.
• Process customer orders accurately and efficiently in accordance with established procedures and service level expectations.
• Review orders for completeness and accuracy, identifying and resolving routine data discrepancies before submission.
• Monitor assigned case queues to ensure customer inquiries are acknowledged and resolved within established timeframes.
• Provide customers with accurate information regarding order status, shipping updates, product availability, and order processing requirements.
• Maintain complete and accurate documentation of customer interactions and order activities within Salesforce.
• Follow standard operating procedures, work instructions, and company policies related to order management activities.
• Escalate non-routine inquiries, system issues, pricing concerns, allocation of questions, and customer complaints to appropriate support teams.
• Partner with internal teams as needed to obtain information required to respond to customer inquiries.
• Maintain confidentiality of customer and company information.
• Complete required training and maintain compliance with company quality and regulatory requirements.
• Meet established productivity, quality, and service-level performance expectations.
• Demonstrate professionalism, teamwork, and a customer-focused approach in all interactions.
• Complete all required training and maintain current training records.
• Meet or exceed performance metrics, including quality, productivity, service levels, schedule adherence, and customer satisfaction.
• Safeguard confidential customer, patient, and company information in accordance with policies and regulations.
• Foster a positive, collaborative, and customer-focused work environment through professionalism, accountability, and teamwork.

• 2-3 years of relevant experience required.

System One, and its subsidiaries including Joulé and Mountain Ltd., are leaders in delivering outsourced services and workforce solutions across North America. We help clients get work done more efficiently and economically, without compromising quality. System One not only serves as a valued partner for our clients, but we offer eligible employees health and welfare benefits coverage options including medical, dental, vision, spending accounts, life insurance, voluntary plans, as well as participation in a 401(k) plan.

System One is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity, age, national origin, disability, family care or medical leave status, genetic information, veteran status, marital status, or any other characteristic protected by applicable federal, state, or local law.

Ref: #558-Scientific