Job Description

Shenandoah Biotechnologies is looking for a customer-oriented technical service representative. A customer service representative, or CSR, will act as a liaison, provide product/services information and resolve any emerging problems that our customer accounts might face with accuracy and efficiency.

Our ideal candidate would be a Team Player that is genuinely excited to help customers.  Problem-solving with the ability to work with the Shenandoah Team to trouble and investigate to resolve customer complaints.  The target is to ensure excellent service standards, respond efficiently to customer inquiries and maintain high customer satisfaction.

RESPONSIBILITIES

• Manage incoming calls
• Answer customer inquiries via e-mail or telephone in a timely manner
• Generate sales leads
• Process purchase orders received via e-mail or fax and ensure accuracy of the order details
• Acknowledge order confirmation to customers via fax or email
• Follow-up satisfaction calls on completed work
• Identify and assess customers’ needs to achieve high customer satisfaction
• Build sustainable relationships and trust with customer accounts through open and interactive communication
• Provide accurate, valid and complete information by using the right methods/tools
• Meet personal/customer service team sales targets and call handling quotas
• Handle customer complaints, provide appropriate solutions and alternatives within the time limits; follow up to ensure resolution
• Keep records of customer interactions, process customer accounts and file documents
• Follow communication procedures, guidelines and policies
• Take the extra mile to engage customers

SKILLS

• Proven customer support experience or experience as a client service representative.
• Well-spoken
• Track record of over-achieving quota
• Strong phone contact handling skills and active listening
• Familiarity with QuickBooks systems and practices
• Customer orientation and ability to adapt/respond to different types of characters
• Excellent communication and presentation skills
• Ability to multi-task, prioritize, and manage time effectively
• High school or Associates degree

Company Description

Shenandoah is an exciting, dynamic and fast growing, leading GMP manufacturer for the cell and gene therapy markets affecting patients lives every day.