Job Description
JOB TITLE: Customer Service Associate
LOCATION: 2911 Dow Ave. Tustin, CA, 92780
REPORTS TO: Customer Service Manager/Assistant Customer Service Manager
SUMMARY/CONTRIBUTION OF POSITION:
The Customer Service Associate interacts with customers to provide and process information in response to inquiries, concerns and requests about products and services.
ESSENTIAL DUTIES AND RESPONSIBILITIES ____________________________________________________________________________________
Receive and process customers’ orders - Resolve customer questions related to orders.
Receive and analyze customers' requests and correspond with customers to provide requested information.
Generate invoices and price quotes for customers.
Record details of inquiries, comments and complaints.
Manage customers' accounts and database of contact information.
Conduct inventory checks for customer. - Send confirmation of order to customer.
Process credit card purchases with Quickbooks and perform customer verifications.
Maintain records of customer interactions and transactions.
Maintain up to date knowledge of product line, prices, delivery time, drop ship items, various marketing promotional services, and similar data, as required.
Assist in Returns and Replacements
Collaborate with the Accounting department for customer credit card charges, and customer
“hold” accounts.
Analyzes transactions, corrects records, and adjusts errors.
Traces status of orders through Shipping Department.
Maintains excel spreadsheets for inventory control.
Executes monthly reports of sales, and inventory shipped out.
Prepare label, weigh, stamp, and ship products to customers (fulfillment) using FedEx, UPS, or other delivery company’s.
Collaborate with Manufacturing Manager for shipping and inventory reports.
Searches company records under ZIP code, name, account number, computer printout, or requisition information.
Collaboration may be necessary with internal departments
Inputs new customers into the database
Initiating customs documentations
Initiates promo codes and computer input for tracking
Maintains inventory control to make sure that inventory is available
Labels, weighs, stamps, and ships sample kits
Maintains liaison with other departments for order completion
SUPERVISORY RESPONSIBILITIES:
None
EDUCATION AND EXPERIENCE
• High school diploma, general education degree or equivalent
• Knowledge of customer service principles and practices
• Knowledge of relevant computer applications: Quickbooks, or other CRM database software • ability to type
• Knowledge of administrative procedures
• Numeric, oral and written language applications
• Product knowledge
PREFERRED EXPERIENCE:
• Associates degree, BS in Business Administration or a related discipline
CORE COMPETENCIES:
• Detail Oriented
• Interpersonal skills
• Listening skills
• Good people skills (customer relations, within company)
• Team Player
• Strong communication skills
• Customer service orientated
• Organized/ Time Management
• Enthusiastic
• Problem analysis and problem-solving
• Initiative
• Stress tolerance
Company Description
Larry Jia, M.D., founded Zymo Research Corporation in 1994. With humble beginnings, he started manufacturing the first DNA/RNA extraction and purification products for E. coli and yeast out of a garage in Orange, California. Today, Zymo Research is a multi-million dollar company with its headquarters based in Irvine, California. In addition to its California headquarters, Zymo Research has two international branches located in Freiburg, Germany and Beijing, China. The company's DNA and RNA extraction kits are used mainly by academic and biopharmaceutical scientists, who need to isolate and purify DNA/RNA from tissue, blood or serum samples. Zymo Research is also known for its epigenetics line of products used in DNA methylation detection and quantitation. They carved out a niche in this market by being an early adopter in the field of epigenetics and by offering a high-quality product. They are considered the leader in this market space. One of the keys to Zymo's success in the past 25 years has been their ability to listen to their customers and react quickly. Their tagline "The Beauty of Science is to Make Things Simple" is a mantra that is reflected in every one of their products. From epigenetics to RNA/DNA isolation, each product is designed to be both simple in use and robust in its performance. Inside Zymo Research Zymo Research's core beliefs are based on innovation, quality, and customer service. These three paradigms are ingrained in their company culture. They believe their products are the most reliable and uphold to the highest standards of quality in the industry as evidenced by their ISO 9001 certification. They have also received Frost & Sullivan's Best Practices Award for Leadership in Epigenetics Product Quality. OUR MISSION To provide the most reliable, innovative, and valuable biomedical tools and services to our customers through research and strategic development. OUR VISION To have a positive impact in the biomedical field and to contribute to the greater good of humanity. GOLDEN RULE " Treat others as you would like to be treated " . We strongly believe this principle dictates teamwork and open communication.