Customer Service Rep II

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