Customer Service Representative III

Responsibilities

• Provide professional, customer-centric service by managing quotes, orders, and customer requests to facilitate timely product shipping worldwide.
• Investigate customer complaints, manage follow-ups, and document resolutions appropriately.
• Process customer quotes and orders, ensuring accurate data entry into ERP and CRM systems.
• Calculate pricing and discounts based on established guidelines and tables.
• Coordinate with sales representatives and internal departments to communicate order status, tracking updates, and shipping information.
• Assist in the development and implementation of new departmental processes, procedures, and training.
• Compile and analyze departmental statistics and performance metrics.

Requirements

• Bachelor's degree required, or 6 years of equivalent professional experience.
• Minimum of 3 years of experience in customer support, specifically supporting sophisticated and diverse customers.
• Proficiency in MS Office and standard office equipment.
• Demonstrated proficiency in using CRM and ERP systems.
• Strong oral and written communication skills with the ability to handle escalated customer interactions professionally.
• Excellent logical problem-solving and organizational skills.

Preferred Qualifications

• Experience with JD Edwards software.
• Background in the Life Sciences industry.
• Experience working in a call center environment.
• Ability to speak a second language in addition to English.

Benefits

• Medical, dental, and vision coverage with prescription benefits.
• 401(k) plan with company matching.
• Paid vacation, sick leave, holidays, and parental leave.
• Company-paid short-term and long-term disability insurance.
• Group life and accidental death and dismemberment insurance.
• Employee assistance program and flexible spending accounts.

About the Company

Meso Scale Diagnostics (MSD) is a leader in providing advanced technologies for the development of highly sensitive assays used in life science research and clinical diagnostics.