We are seeking an experienced, proactive, dependable, team-focused, and detail-driven Customer Service professional who thrives on creating exceptional customer experiences to join our onsite team. As a customer Service Representative I, you will play a vital role in processing and managing orders, responding to customer inquiries, resolving non-technical customer inquiries, and collaborating with internal teams to ensure a smooth and efficient fulfillment process. If you are someone who takes ownership, communicates clearly, is adaptable in a dynamic environment, and takes pride in delivering service that makes a difference, we invite you to apply for this exciting opportunity.
Our Mission:
EpiCypher's mission is to lead the epigenetics field in developing high-quality products and services that accelerate chromatin science to improve and extend human life. In this mission, we hold our core values in high regard: mutual respect, fairness, commitment to excellence, customer success, scientific advancement, effective communication, integrity, and teamwork.
Position Summary:
The Customer Service Representative interacts with EpiCypher's customers by addressing and resolving inquiries effectively and efficiently.
Position Responsibilities:
- Interact with customers via telephone, email, fax, online chat, or in person to provide support and convey information on products or services.
- Arrive to work on time, maintains focus, and practices good time management skills during work hours.
- Monitor the sales, information, personal email inboxes and forms inbox.
- Collect and initiate product orders for new or additional products or services.
- Process and print a minimum of 20 orders per day.
- Accurately document order fulfillment in BigCommerce, Avalara, Fishbowl and domestic and international folders.
- Troubleshoot any Fishbowl export issues.
- Communicate with shipping companies and customs to push international orders through in a timely manner.
- Track all back orders, custom orders and replacements.
- Communicate with Production and Lab Ops on collaborator shipments.
- Follow protocol for daily reporting, labeling, and tracking of packages.
- Communicate with the invoicing team regarding orders.
- Work hand-in-hand on a daily basis with the Product Fulfillment department to deliver a top-notch customer experience.
- Field customer non-technical questions and concerns regarding inventory issues, pricing, etc.
- Ensure that appropriate actions are taken to resolve customers' questions and concerns.
- Maintain customer accounts and records of customer interactions with details of inquiries, complaints, or comments.
- Track, collect and maintain tax related items in Avalara, forms email, spreadsheet and tax folders.
- Maintain Avalara customers, exemption certificates, request new certificates when expire. Review monthly report.
- Create Standard Operating Procedures (SOP)/Update SOP.
- Create airbills for internal requests.
Credentials and Experience: - Associate degree or bachelor's degree preferred.
- 3 - 5 years of Customer Service or Order Fulfillment experience required.
Knowledge and Skills: - Excellent communication and organizational skills.
- Able to maintain a professional, enthusiastic, and optimistic personality.
- Proficient computer, data entry, Slack, and CRM system skills.
- Must be detail-oriented and consistently meet deadlines.
- Willingness to learn.
- Flexible/Open-minded.
- Must be self-motivated and a team player.
Compensation: - Competitive salary commensurate with experience.
- Generous benefits package includes subsidized health, dental, and vision; paid vacation, sick leave, and parental leave; federal and floating holidays, mental health day; 401k matching up to 6%; professional development reimbursement; paid life insurance and stock options.
Travel Requirements: None
Supervision: None
Physical Demands: While performing the duties of the Customer Service Representative I position, the employee must be able to remain in a stationary position for prolonged periods as well as move about inside their office. The employee must be able to operate a computer and necessary office equipment. The employee must be able to position self to move objects and boxes weighing up to 10 pounds throughout the workday.
EpiCypher is committed to providing a work environment that is free from all forms of harassment, discrimination, and inequality. We provide equal employment opportunities to all employees and applications for employment without regard to race, color, religion, sex, sexual orientation, gender identity or expression, pregnancy, age, national origin, disability status, genetic information, protected veteran status, or any other characteristic protected by law.