Customer Service Representative

Position Overview

We are seeking a proactive and detail-oriented Customer Service Representative (CSR) to act as the vital link between our customers, global suppliers, sales team, and operations support. In this role, you will serve as the primary point of contact for customer purchasing agents, ensuring a positive experience with every interaction. Your goal will be to drive sales bookings, increase market share, and ensure operational excellence through accurate order processing and strong relationship management.

Key Responsibilities

Customer Service & Order Management

• Serve as the primary liaison for customers regarding a diverse range of products, including life science instruments/consumables and general commodities.
• Process sales orders and confirmations received via email, phone, fax, and internal sales quotes.
• Verify the accuracy of orders, pricing, freight charges, and customer information prior to processing.
• Prepare freight quotes for the sales team and customers to ensure competitive and accurate shipping costs.
• Maintain clear and proactive communication with sales representatives regarding order status, customer needs, and potential roadblocks.
• Collaborate with warehouse, logistics, and sales teams to ensure accurate fulfillment and on-time delivery.
• Proactively update customers regarding delays, shortages, backorders, or changes to delivery timelines.
• Assist fellow CSR team members with day-to-day operational or customer-related issues as needed.

Accounting & Administrative Support

• Support accounts receivable activities, including following up on past-due balances and responding to customer billing inquiries (cross-training will be provided).
• Work collaboratively with finance and operations to resolve billing discrepancies or payment issues.
• Perform basic data entry and system updates related to customer accounts and financial records.

Qualifications

Education & Experience

• Education: High School Diploma or GED required. A College or University degree is considered an asset.
• Experience: Minimum of 3+ years in a customer service role, preferably in a sales or order-processing environment.

Skills & Attributes

• Technical Proficiency: Strong working knowledge of Microsoft Windows and basic office software. Experience with inventory management and purchase orders is a plus.
• Accounting Knowledge: Basic understanding of general accounting principles and accounts receivable is highly desirable.
• Communication: Excellent verbal and written communication skills; ability to interact professionally with customers and internal teams.
• Organization: Strong multitasking abilities with a high attention to detail to ensure data accuracy.
• Team Mindset: Willingness to help wherever needed and a positive, can-do attitude.

Why Join Us?

• Be a part of a supportive team environment.
• Opportunity to work with diverse products across two growing subsidiary brands.
• Engage in a role that blends customer interaction with operational and financial support.