Customer Service Representative II – Order Administration

What does science and service mean to you? For our Customer Care Team, it is a chance to be a part of legendary discoveries – from research to cure. Our team recognizes that with each customer served and each order processed, we are making a difference. Being a part of BioLegend (a division off Revvity, Inc.) Customer Service Team means being at the forefront, showcasing legendary service and translating our culture into tangible results for our customers.

On our team, you can expect a dynamic and fast-paced atmosphere. You will be a part of an inclusive and collaborative environment where peers from all different walks of life come together with one common goal – providing our customers with Legendary service. At BioLegend, you will enjoy the perks of a state-of-the-art campus including outdoor yoga classes, fitness center, wellness rooms, a Café with a variety of hot and cold meals, a buffet, and more!

Essential Functions

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

The BioLegend North America Customer Care team is 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 targets 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.

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

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

The base salary range for this full-time position is $23-24/hour. This range reflects the minimum and maximum target for a new hire in this position. The base pay actually offered to the successful candidate will take into account internal equity, work location, and additional factors, including job-related skills, experience, and relevant education or training. Your recruiter can share more about the specific salary range for your preferred location during the hiring process. 

Please note that base pay is only one part of our total compensation package and is determined within a range. This range allows for the successful candidate to have an opportunity to progress within the position and develop at our company. This base pay range does not take into account bonuses, equity, or other benefits which may be applicable and are dependent on the level and position offered.

Work Environment & Physical Demands - Office

While performing the duties of this job, the employee regularly works in an office setting. Occasional exposure to a laboratory and warehouse environment.

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.

While performing the duties of this job, the employee is regularly required to use hands and fingers to handle, feel, or operate objects, tools or controls, and reach with hands and arms. The employee is frequently required to stand, talk, and hear.