Summary of the Position
The incumbent is responsible for receiving and processing customer quotes and orders daily for a wide product portfolio, including 3800+ Reference Standards and publication products. This role involves responding to international customer inquiries via email and phone, resolving problem orders, and assisting with complex order and fulfillment processes.
Roles and Responsibilities
- Respond to daily customer correspondence via telephone and email from international customers
- Provide order assistance and detailed product information
- Manage the full order cycle: from quote and order entry into ERP systems to fulfillment
- Create and send Pro-Forma invoices, quote prices, and advise customers on product availability
- Meet daily targets for orders, queries, and quotes as assigned by Customer Service Leadership
- Coordinate with Distribution for product movement and shipments
- Investigate and resolve complex customer complaints regarding order fulfillment (e.g., claims, lost/damaged shipments, back-orders)
- Handle quotes/orders with special importing requirements
- Build sustainable relationships through open and interactive communication
- Maintain professionalism, empathy, and positivity in all customer interactions
- Document customer feedback and complaints using the Oracle ERP system
- Identify and escalate trends affecting the customer experience
- Participate in handover sessions for next shift colleagues
- Maintain up-to-date knowledge of company products and services
- Contribute to creation of Customer Service training documentation
- Support User Acceptance Testing (UAT) for new system features or changes
- Assist management with various projects and initiatives
- Support customers with Webstore registration and related queries
- Translate and review customer-facing documents as needed
- Perform other related duties as assigned
Basic Qualifications
- Bachelor's degree in Science, Arts, Commerce, or a related field
- Minimum of 3 years experience in customer service, order processing, or a related role
- Fluency in English (CEFR C2/C1 or GSE 80+)
- Proficient in Microsoft Office Suite (Excel, Word, Outlook)
- Flexibility to work varied shifts if required
- Experience in a call center handling consumer or B2B customers
- Typing speed of at least 70 words per minute
Preferred Qualifications
- Experience with Oracle ERP (preferred, not mandatory)
- Experience with Salesforce CRM
- Familiarity with Ariba or other EDI platforms
- Strong customer focus and ability to create a superior customer experience
- Excellent organizational, problem-solving, and attention-to-detail skills
- Proven multi-tasking ability in a high-volume, deadline-driven environment
- Excellent time management and decision-making skills
- Strong written and oral communication skills
- Prior experience in Pharma, Life Sciences, Chemicals, or Analytical Instrumentation industries preferred
- Ability to thrive under pressure while maintaining composure and professionalism
- Effective team collaboration skills with a proactive, self-starter attitude
- Ability to work independently and escalate issues appropriately
