ATCC

Customer Service Representative

US-VA-Manassas
Job ID
2017-1829
Department
Sales & Marketing
Posted Date
6/16/2017

Overview

Founded in 1925, ATCC is a non-profit organization with a mission to acquire, authenticate, preserve, develop, standardize, and distribute biological materials and information for the advancement and application of scientific knowledge.  


The Customer Service Representative makes and receives telephone calls for the purpose of taking orders and answering non-technical questions and implementing marketing programs as assigned.  The position incumbent processes the associated paperwork and performs data entry as it relates to the processing of orders and customer data.  The incumbent complies with all ATCC corporate policies and procedures.

Responsibilities

  • Responds promptly and professionally to domestic and international customer inquiries associated with the placing or tracking of orders and quotes.
  • Enters customer/order data into the computer following prescribed format. Verifies information in accordance with established procedures. 
  • Edits orders received for price and nomenclature.
  • Processes orders received via mail, phone, web, fax, email and/or EDI in accordance with established procedures. Processes orders, new account applications, permits and shipping documents as assigned. 
  • Informs customers of prices, shipping dates and anticipated delays using mail or phone.
  • Resolves customer complaints or concerns within the scope of this position or directs the call to more senior level person. 
  • Organizes and maintains paper and electronic files of associated orders.
  • May check with production planning, inventory control and shipping operations to determine product availability.
  • Implements marketing programs requiring contact with customers including upsell and cross sell programs and new product announcements as assigned.
  • Performs other duties as assigned.

Qualifications

Education and Experience:

  • Minimum of a high school diploma or equivalent.
  • One to four years customer service experience in a high-volume, customer contact environment is required. 
  • An Associate’s or Bachelor’s degree would be a plus.

Knowledge, Skills, and Abilities:

  • Excellent telephone etiquette.
  • Strong verbal skills to professionally relate to customer telephone inquiries.
  • Previous data entry experience.
  • Good organizational skills with attention to detail.
  • Good verbal and written communication skills.

 

A minimum of 3500 ks/hr data entry speed.

  • Data entry capabilities to process customer orders, quotes, complaints and customer data via an automated system utilizing a PC.
  • Ability to produce the appropriate quantity and quality of work while adhering to all departmental SOPs and work instructions. Maintains high standards despite deadlines; does work right the first time; corrects own errors; regularly produces accurate, thorough, professional work.
  • Personally responsible; completes work in a timely, consistent manner; committed to doing the best job possible.
  • Ability to listen and responds effectively to customer questions; resolves customer problems to the customer’s satisfaction; respects all internal and external customers; uses a team approach when dealing with customers; follows up to evaluate customer satisfaction; measures customer satisfaction effectively; commits to exceeding customer expectations.

ATCC is an Equal Opportunity Employer and does not discriminate against any employee or applicant for employment because of race, color, sex, age, national origin, religion, sexual orientation, gender identity, status as a veteran, and basis of disability or any other federal, state or local protected class.

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