Customer Service Representative

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    "requisitionDescription": "<div><div><p style='margin:0in;text-align:left;font-size:16px;font-family:\"Arial\",sans-serif;font-weight:bold;' id=\"isPasted\"><span style=\"font-family: georgia, serif;\">SUMMARY:&nbsp;</span></p><p style='margin:0in;text-align:left;font-size:16px;font-family:\"Arial\",sans-serif;font-weight:bold;'><span style=\"font-family: georgia, serif; font-weight: normal;\">&nbsp;</span></p><p style='margin:0in;text-align:left;font-size:16px;font-family:\"Arial\",sans-serif;font-weight:bold;'><span style=\"font-family: georgia, serif; font-weight: normal;\">The Customer Service Representative (CSR) will be responsible for duties such as order management / fulfillment in line with company revenue recognition rules, call center support, shipping coordination in a Customer Service and Order Administration environment. In addition, all CSRs are expected to assist with Sales Support activities to assist the Sales organization with pre-sales activities.</span></p><p style='margin:0in;text-align:left;font-size:16px;font-family:\"Arial\",sans-serif;font-weight:bold;'><span style=\"font-family: georgia, serif; font-weight: normal;\">&nbsp;</span></p><p style='margin:0in;text-align:left;font-size:16px;font-family:\"Arial\",sans-serif;font-weight:bold;'><span style=\"font-family: georgia, serif;\">ESSENTIAL DUTIES AND RESPONSIBILITIES:</span></p><p style='margin:0in;font-size:16px;font-family:\"Times New Roman\",serif;'><span style=\"font-family: georgia, serif;\">&nbsp;</span></p><ul style=\"list-style-type: disc;\"><li style=\"font-family: georgia, serif;\"><span style=\"color: rgb(34, 34, 34);\">Primary responsibility includes&nbsp;</span>managing customer orders<span style=\"color: rgb(34, 34, 34);\">&nbsp;in line with company revenue recognition rules.</span></li><li style=\"font-family: georgia, serif;\">Assisting with sales order confirmations and working with the sales team to complete sales transactions.</li><li style=\"font-family: georgia, serif;\"><span style=\"color: rgb(34, 34, 34);\">Management of cases using Salesforce.com.</span></li><li style=\"font-family: georgia, serif;\"><span style=\"color: rgb(34, 34, 34);\">Management of all order types including required RMAs for return of product and/or reconciliation of revenue discrepancies in collaboration with Finance.</span></li><li style=\"font-family: georgia, serif;\"><span style=\"color: rgb(34, 34, 34);\">Engage with customers via call center activities and emails while monitoring both inquiries and complaints, utilizing Salesforce.com cases in collaboration with Technical Support and the QA team.</span></li><li style=\"font-family: georgia, serif;\"><span style=\"color: rgb(34, 34, 34);\">Responsible for monitoring and effectively communicating expected shipment dates for back-order products.</span></li><li style=\"font-family: georgia, serif;\"><span style=\"color: rgb(34, 34, 34);\">Serve as a backup to the Instrument Coordinator for instrument orders.</span></li><li style=\"font-family: georgia, serif;\"><span style=\"color: rgb(34, 34, 34);\">Ensure all customer cases are processed and closed in a timely manner.</span></li><li style=\"font-family: georgia, serif;\"><span style=\"color: rgb(34, 34, 34);\">Salesforce.com record maintenance and clean up.&nbsp;</span></li><li style=\"font-family: georgia, serif;\"><span style=\"color: rgb(34, 34, 34);\">Work in a call center environment using call center software such as Ring Central.&nbsp;</span></li><li style=\"font-family: georgia, serif;\"><span style=\"color: rgb(34, 34, 34);\">Document process improvements and work instructions.&nbsp;</span></li><li style=\"font-family: georgia, serif;\"><span style=\"color: rgb(34, 34, 34);\">Responsible for maintaining a high level of Customer Satisfaction with internal and external clients and working to establish a positive rapport with every caller.&nbsp;</span></li><li style=\"font-family: georgia, serif;\"><span style=\"color: rgb(34, 34, 34);\">Update customer information in the customer service database during and after each call&nbsp;</span></li><li style=\"font-family: georgia, serif;\"><span style=\"color: rgb(34, 34, 34);\">Maintain reports, dashboards, and processes to continuously monitor data quality and integrity. &nbsp;</span></li><li style=\"font-family: georgia, serif;\"><span style=\"color: rgb(34, 34, 34);\">Work with Finance to ensure proper billing documentation is collected and submitted.&nbsp;</span></li><li style=\"font-family: georgia, serif;\"><span style=\"color: rgb(34, 34, 34);\">Assist the sales organization with pre-sales documentation requests including, but not limited to, Vendor Forms, W-9 requests, COI request, etc.</span></li><li style=\"font-family: georgia, serif;\"><span style=\"color: rgb(34, 34, 34);\">&nbsp;Other duties as assigned to support the Commercial Operations organization.&nbsp;</span></li></ul><p style='margin:0in;font-size:16px;font-family:\"Times New Roman\",serif;'><span style=\"color: rgb(34, 34, 34); font-family: georgia, serif;\">&nbsp;</span></p><p style='margin:0in;font-size:16px;font-family:\"Times New Roman\",serif;'><span style=\"font-family: georgia, serif;\"><strong>REQUIREMENTS &amp; QUALIFICATIONS:</strong> &nbsp;</span></p><ul style=\"list-style-type: disc;\"><li style=\"font-family: georgia, serif;\"><span style=\"color: black;\">At least 1 year experience working in an order fulfillment or call center environment. Experience using Saleforce.com, NetSuite or other ERP systems.&nbsp;</span></li><li style=\"font-family: georgia, serif;\"><span style=\"color: black;\">Experience within bio-medical capital equipment manufacturing company preferred.&nbsp;</span></li><li style=\"font-family: georgia, serif;\"><span style=\"color: black;\">Must be self-motivated, success driven and have detailed organizational skills.&nbsp;</span></li><li style=\"font-family: georgia, serif;\"><span style=\"color: black;\">Manages priorities on a daily basis and actively communicates priority changes to management and/or customers in a timely manner while maintaining a positive attitude.&nbsp;</span></li><li style=\"font-family: georgia, serif;\"><span style=\"color: black;\">Computer proficiency is required, including skills with the use of Microsoft Word, Excel, PowerPoint, and CRM software.&nbsp;</span></li><li style=\"font-family: georgia, serif;\"><span style=\"color: black;\">At least 1 year experience working in an order fulfillment or call center environment.&nbsp;</span></li><li style=\"font-family: georgia, serif;\"><span style=\"color: black;\">Experience in&nbsp;Saleforce.com,&nbsp;NetSuite, and/or other ERP systems.</span></li><li style=\"font-family: georgia, serif;\"><span style=\"color: black;\">Experience in bio-medical capital equipment manufacturing organization, preferred. &nbsp;</span></li><li style=\"font-family: georgia, serif;\"><span style=\"color: black;\">Computer proficiency is required, including skills with the use of Microsoft Word, Excel, PowerPoint, and CRM software.&nbsp;&nbsp;</span></li></ul><p style='margin:0in;font-size:16px;font-family:\"Times New Roman\",serif;'><span style=\"font-family: georgia, serif;\">&nbsp;</span></p><p style='margin:0in;font-size:16px;font-family:\"Times New Roman\",serif;'><span style=\"font-family: georgia, serif;\"><strong>PHYSICAL DEMANDS AND WORK ENVIRONMENT:&nbsp;</strong></span></p><p style='margin:0in;font-size:16px;font-family:\"Times New Roman\",serif;'><span style=\"font-family: georgia, serif;\">The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. &nbsp;Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.</span></p><ul style=\"list-style-type: disc;\"><li style=\"font-family: georgia, serif;\">Prolonged periods sitting at a desk and working on a computer.</li><li style=\"font-family: georgia, serif;\">Must be able to lift up to 15 pounds at times.</li><li style=\"font-family: georgia, serif;\">Must be able to navigate various departments of the organization&rsquo;s physical premises.</li></ul><p style='margin:0in;font-size:16px;font-family:\"Times New Roman\",serif;'><span style=\"font-family: georgia, serif;\"><strong>ADDITIONAL SKILLS AND COMPETENCIES</strong>:</span></p><ul style=\"list-style-type: disc;\"><li style=\"font-family: georgia, serif;\"><span style=\"color: black;\">Must be self-motivated,&nbsp;success driven,&nbsp;highly organized and possess a positive attitude</span></li><li style=\"font-family: georgia, serif;\"><span style=\"color: black;\">Manages priorities daily and actively communicates priority changes to management and/or customers in a timely manner.&nbsp;</span></li><li style=\"font-family: georgia, serif;\"><span style=\"color: black; background: white;\">Customer service and effective written and verbal skills required.&nbsp;</span></li><li style=\"font-family: georgia, serif;\"><span style=\"color: black; background: white;\">Notable attention to detail.&nbsp;</span></li><li style=\"font-family: georgia, serif;\"><span style=\"color: black; background: white;\">Excellent communication and multi-tasking skills are essential.&nbsp;</span></li></ul><p><span style=\"font-family: georgia, serif;\"><br></span></p><p><span style=\"font-family: georgia, serif;\">Cytek is an equal-opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, age, religion, sex, gender identity, sexual orientation, national origin, genetic information, disability status, veteran status, or any other characteristic protected by law.</span></p></div></div>\n",
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