Customer Service Representative

Job Description

Role Overview:As a Customer Service Representative at USP, you will be responsible for receiving and processing global customer quotes and orders for USP products, including Reference Standards and publication products. Your role will involve responding to customer inquiries via email, phone, and fax, resolving problem orders, and assisting both domestic and international customers with complex order and fulfillment processes. You will play a key role in ensuring maximum goodwill with customers by processing orders and responding to inquiries within 24-48 business hours according to USPs Customer Experience Goal Standards.Key Responsibilities:- Answer daily customer correspondence via telephone, email, and efax from international and domestic customers- Assist customers with the full order cycle, from quote and order entry into the ERP system to fulfillment- Create and send Pro-Forma Invoices, quote prices, and advise customers of product availability- Work with Distribution to coordinate product movement and shipments- Verify compliance with US Export regulations and Economic Sanctions regulations- Investigate and resolve problems and complaints regarding fulfillment- Maintain professionalism and positive rapport with customers- Document customer feedback and complaints regularly in the Oracle ERP system- Identify and communicate trends impacting customer experience- Contribute to the creation of Customer Service Training Documents- Assist Team Management with initiatives and projects as required- Help translate and/or review translated documents- Maintain updated knowledge of all company products and servicesQualifications Required:- Bachelors degree in any field- Minimum 2 years of Customer service, Order to Cash, or related experience- Fluency in English required- Proficient use of Microsoft products (Excel, Word, Outlook)- Able to work flexible hours when needed, including night shift starting 10PM- Contact Center Experience - B2B or B2C- Typing speed of minimum 40 words per minuteAdditional Details:USP is committed to creating an inclusive environment where every employee feels fully empowered and valued, irrespective of various factors. The organization values diversity, equity, inclusion, and belonging in building a world where everyone can be confident of quality in health and healthcare.Note: USP does not accept unsolicited resumes from 3rd party recruitment agencies and is not responsible for fees from recruiters or other agencies except under specific written agreement with USP. Role Overview:As a Customer Service Representative at USP, you will be responsible for receiving and processing global customer quotes and orders for USP products, including Reference Standards and publication products. Your role will involve responding to customer inquiries via email, phone, and fax, resolving problem orders, and assisting both domestic and international customers with complex order and fulfillment processes. You will play a key role in ensuring maximum goodwill with customers by processing orders and responding to inquiries within 24-48 business hours according to USPs Customer Experience Goal Standards.Key Responsibilities:- Answer daily customer correspondence via telephone, email, and efax from international and domestic customers- Assist customers with the full order cycle, from quote and order entry into the ERP system to fulfillment- Create and send Pro-Forma Invoices, quote prices, and advise customers of product availability- Work with Distribution to coordinate product movement and shipments- Verify compliance with US Export regulations and Economic Sanctions regulations- Investigate and resolve problems and complaints regarding fulfillment- Maintain professionalism and positive rapport with customers- Document customer feedback and complaints regularly in the Oracle ERP system- Identify and communicate trends impacting customer experience- Contribute to the creation of Customer Service Training Documents- Assist Team Management with initiatives and projects as required- Help translate and/or review translated documents- Maintain updated knowledge of all company products and servicesQualifications Required:- Bachelors degree in any field- Minimum 2 years of Customer service, Order to Cash, or related experience- Fluency in English required- Proficient use of Microsoft products (Excel, Word, Outlook)- Able to work flexible hours when needed, including night shift starting 10PM- Contact Center Experience - B2B or B2C- Typing speed of minimum 40 words per minuteAdditional Details:USP is committed to creating an inclusive environment where every employee feels fully empowered and valued, irrespective of various factors. The organization values diversity, equity, inclusion, and belonging in building a world where everyone can be confident of quality in health and healthcare.Note: USP does not accept unsolicited resumes from 3rd party r

Keyskills :
Customer ServiceOrder ProcessingProblem SolvingRelationship BuildingDocumentationCommunication SkillsTeamworkSalesforceProduct InformationInternational Customer SupportCompliance VerificationProfessionalismMultitaskingForeign Language Profici