Customer Service Advisor

Role Summary

Primarily responsible for assisting the Bio-Techne Sales organization with order processing, problem solving, responding to order status inquiries, resolving customer service complaints, and any additional activities contributing to higher level support of customer needs. The responsibilities of this position are to answer sales and customer calls for product availability and order status, communicate and coordinate activities with customers, other Bio-Techne entities and Sales Reps to get orders processed and shipped out. Provide product and pricing information to customers. Follow up on customer complaints, questions, and product returns to ensure customer satisfaction. Proactive monitoring of key customer or product orders to ensure smooth fulfillment.

Responsibilities

• Enter orders into the company ERP Microsoft Dynamics (AX), accurately and efficiently, obtaining clarification from the Customer, Sales rep, Finance, etc. as necessary.
• Primary point-of-contact to customer post-sale for non-technical problems and questions related to their order. Ensure the customer‚Äôs needs and expectations regarding their order are met. Follow through with requests to completion or escalate when appropriate.
• Contribute to the maintenance of lasting relationships with customers through knowledgeable communication and proactive resolution of questions or issues. Manage all aspects of the order cycle as necessary to ensure customer satisfaction.
• Effectively manage work situations of moderate degree of complexity, which could impact company image and/or sales dollars and costs.
• Provide non-technical products and pricing information to customers through phone, email or other channels as needed.
• Connect callers to appropriate departments as needed.
• Create and document service complaints in Salesforce for escalation/follow up as needed.
• Follows company policies and practices as outlined in Handbook and follow guidelines regarding safety as outlined in the AWAIR, Chemical Hygiene and Exposure Control manuals in accordance with the job.
• Performs additional duties as assigned.

Qualifications

• Education and Experience: Associates or bachelor‚Äôs degree in Business, Sales, or Marketing or other field preferred, or equivalent work experience including prior work as a Customer Service Associate.
• High School diploma is required with at least 3 years of relevant customer and/or sales facing experience in a fast-paced environment.
• Good communication skills, both verbal and written, and a pleasant phone presence required.
• Must have the ability to problem solve and possess organizational and multi-tasking skills.
• Ability to independently prioritize and re-prioritize based on urgency and complexity of issues.
• Complete proficiency in ERP Microsoft Dynamics (AX) and other current Bio-Techne systems, including Salesforce desired.
• A working knowledge of Microsoft Outlook, Word, and Excel as well as computer entry and/or typing skills are required.

Knowledge, Skills, And Abilities

• Skills in assisting customers and sales in problem solving related to customer service issues, including the ability to identify and appropriately evaluate a course of action.
• Improve service through continually meeting and interacting with our customers and other internal departments to maintain your knowledge of products, programs, customer‚Äôs needs, new products, product availability and the production plans.
• Skills taking and providing accurate, detailed product information.
• Ability to act independently on routine assignments or projects.
• Ability to plan, organize and multi-task to complete assignments in an efficient manner.
• Ability to communicate professionally, both oral and written.
• Ability to pay attention to details and perform at a high level of accuracy.
• Ability to work independently and with a team.
• Ability to resolve interpersonal challenges that arise in a changing environment or in a multi-person team situation.
• Ability to work hours that conform to the department‚Äôs needs.
• Knowledge of Microsoft Outlook, Word, and Excel.