Customer Service Representative
Job Description
About UsDWK Life Sciences, LLC (formerly Kimble Chase) is a global company with 900 employees at five ISO 9001 registered operating facilities on three continents.
DWK is the leading producer of the most comprehensive range of laboratory and scientific glassware, specializing in a broad range of reusable, disposable and specialty glassware for the pharmaceutical, environmental, petrochemical, life sciences, education and chromatography markets.
With over 100 years of manufacturing experience, 10,000 products and infinite years of experience, that s the DWK advantage. We put a world of excellence in your hands.
Benefits
DWK offers a comprehensive benefits package that is a significant piece of our total compensation program. Benefits include, but are not limited to:
401(k) with a 75% match of your first 8% deferred
An additional 3% employer contribution each pay period
Medical (including prescriptions), Dental & Vision Insurance
Short and Long Term disability
Company Paid Life and AD&D Insurance
Paid Vacation
12 Paid Holidays
On Site Medical Clinic (Rockwood, TN)
Position Summary
Provide exceptional customer sales and service support to all external and internal customers for all product lines, managing all activities necessary to meet customer requirements from order entry though to delivery. This includes, but is not limited to, order entry in SAP system for domestic customer orders, maintain and update customer profiles, shipment and delivery monitoring. Communicates pertinent data to customers and DWK personnel, enters and follows customer complaints to conclusion, coordinates with production, sales, shipping personnel, with regard to shipping arrangements and/or problems. Enters and monitors customer quotations.Resolves customer problems in a timely manner, dispositions deductions and other credit issues such as, but not limited to, assisting with collection of payment for cash in advance orders. Participates in continuous training programs. Works within ISO and EHS guidelines.
Our preference is that you already have an innate ability to make customers feel like part of the family. Understanding business process and sales are preferred however we are most interested in your ability to learn quickly and take on new tasks.
Essential Duties and Responsibilities include the following. Other duties may be assigned.
Develop and maintain customer relationships.
Essential duties and responsibilities include the following.
Enters, edits, deletes orders in SAP system
Input sample requests by customers, as required.
Maintains, revises, updates customer profiles
Monitors expected delivery dates and communicates same to customers and sales, including delays
Follows up with customer to ensure satisfaction
Promotes DWK Life Sciences products in an attempt to increase sales.
Review terms and conditions for each customer contract or purchase order
Enters, reviews, and monitors customer complaints to conclusion.
Initiates and monitors customer requests for quotation.
Research invoice issues and Resolves credit issues with the help of Credit Dept.
Participates in continuous training programs and works within ISO and EHS guidelines.
Operates all equipment in a safe and professional manner, while completing tasks on a timely basis.
Keeps work area clean and well organized and assists in keeping entire facility in the same condition.
Works within the guidelines of ISO and EHS.
Monitor expected delivery dates and communicate proactively with customers on ship dates and any anticipated delay to ensure customer satisfaction.
Communicates requirements and coordinate issues with departments with supply chain
Works with production, sales, shipping and other relevant personnel to resolve missing or delayed shipments.
Other duties as assigned.
Education and/or Experience
Undergraduate Degree in life sciences or business administration.
Ability to use computer programs, proper telephone and email etiquette, type and demonstrate other office related skills.
Work Environment / Conditions / Physical Demands
This is largely a sedentary role; however, some filing is required. This would require the ability to lift files, open filing cabinets and bend or stand on a stool as necessary.
These are considered essential duties and are illustrative of those job tasks, which are fundamental. Employees may be required to perform additional related duties as may be assigned by management. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
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