Customer Service Advisor
Bio-Techne
19 days ago
Remote friendly (Minneapolis, MN)
United States
Operations
Pay Range: $18.40 - $25.30
Position Summary:
Primarily responsible for assisting the Bio-Techne Sales organization with order processing, responding to order status inquiries, resolving customer service complaints, providing product and pricing information, coordinating order processing/shipping with customers and internal teams, following up on complaints/questions/returns to ensure satisfaction, and proactively monitoring key customer/product orders.
Essential Functions:
- Enter orders into ERPs (MAS/AX) accurately and efficiently; obtain clarification as needed.
- Primary point-of-contact for customers post-sale for non-technical order issues; follow requests to completion or escalate.
- Maintain customer relationships through knowledgeable communication and proactive resolution; manage the order cycle.
- Handle moderately complex situations that may impact company image, sales, and costs.
- Provide non-technical product/pricing info via phone, email, or other channels.
- Connect callers to appropriate departments as needed.
- Create/document service complaints in Salesforce; perform Credit/Rebill or Credit/Reship RMAs in Sage ERP MAS 200/Microsoft AX; determine/document root cause.
- Follow company safety policies and practices.
Education & Experience:
- College degree in Business, Sciences, Sales, Marketing, or related field, or equivalent work experience.
- Excellent verbal and written communication; strong collaboration skills.
- Analytical skills to proactively problem-solve and determine root causes.
- ERP/CRM knowledge (MAS, Microsoft AX, Salesforce.com desired).
- Working knowledge of Microsoft Teams, Outlook, Word, Excel; typing/computer entry skills.
Knowledge, Skills, and Abilities:
- Proactive customer service problem solving; anticipate issues and follow through to resolution.
- Advanced customer service skills; assist on complex issues and system/process applications.
- Train/mentor Customer Care Representatives.
- Ability to work independently and as a team; strong attention to detail and accuracy.
- Professional communication (oral/written); plan/organize/multi-task.
- Work hours aligned to department needs.
Benefits (explicitly stated):
- Medical, dental, vision, life, short-term disability, long-term disability, pet, and legal/ID shield (starting day one)
- 401k, ESPP, HSA, FSA, Dependent Care FSA
- Mentorship, training/development, tuition reimbursement
- Employee resource groups, volunteer paid time off, events, charity drives
- Paid holidays, paid time off, paid parental leave
Application instructions:
- Submit a candidate application (no unsolicited resumes from other sources).
Position Summary:
Primarily responsible for assisting the Bio-Techne Sales organization with order processing, responding to order status inquiries, resolving customer service complaints, providing product and pricing information, coordinating order processing/shipping with customers and internal teams, following up on complaints/questions/returns to ensure satisfaction, and proactively monitoring key customer/product orders.
Essential Functions:
- Enter orders into ERPs (MAS/AX) accurately and efficiently; obtain clarification as needed.
- Primary point-of-contact for customers post-sale for non-technical order issues; follow requests to completion or escalate.
- Maintain customer relationships through knowledgeable communication and proactive resolution; manage the order cycle.
- Handle moderately complex situations that may impact company image, sales, and costs.
- Provide non-technical product/pricing info via phone, email, or other channels.
- Connect callers to appropriate departments as needed.
- Create/document service complaints in Salesforce; perform Credit/Rebill or Credit/Reship RMAs in Sage ERP MAS 200/Microsoft AX; determine/document root cause.
- Follow company safety policies and practices.
Education & Experience:
- College degree in Business, Sciences, Sales, Marketing, or related field, or equivalent work experience.
- Excellent verbal and written communication; strong collaboration skills.
- Analytical skills to proactively problem-solve and determine root causes.
- ERP/CRM knowledge (MAS, Microsoft AX, Salesforce.com desired).
- Working knowledge of Microsoft Teams, Outlook, Word, Excel; typing/computer entry skills.
Knowledge, Skills, and Abilities:
- Proactive customer service problem solving; anticipate issues and follow through to resolution.
- Advanced customer service skills; assist on complex issues and system/process applications.
- Train/mentor Customer Care Representatives.
- Ability to work independently and as a team; strong attention to detail and accuracy.
- Professional communication (oral/written); plan/organize/multi-task.
- Work hours aligned to department needs.
Benefits (explicitly stated):
- Medical, dental, vision, life, short-term disability, long-term disability, pet, and legal/ID shield (starting day one)
- 401k, ESPP, HSA, FSA, Dependent Care FSA
- Mentorship, training/development, tuition reimbursement
- Employee resource groups, volunteer paid time off, events, charity drives
- Paid holidays, paid time off, paid parental leave
Application instructions:
- Submit a candidate application (no unsolicited resumes from other sources).