Job Description
Job Title Customer Service Representative-Temporary
Job ID 739991
Location Scottsdale,  AZ
Other Location
Description Temporary Customer Service Representative

Position Summary:

This position is responsible for being the primary in-house customer service contact for order entry, general customer inquiries, and customer communications.
Performs a variety of tasks focused upon customer service and support for the Company’s diagnostic test kits and reagents.  The Customer Service Representative will answer most telephone calls.  Responsibilities include answering customer’s general questions about products, entering customer’s orders, printing picking tickets, preparing FedEx airway bills, completing product fulfillment mailings from customer inquiries and exhibitions, and sending e-mails in response to customer inquiries, announce new products or product promotions, or follow-up with customers of the Company’s products.
Essential Duties and Responsibilities include the following.  Other duties may be assigned. 
1.   Receive customer orders by telephone, fax, e-mail or mail, enter customer orders into the sales order system and generate picking ticket(s).  Prepare an online or manual FedEx shipping document for the dispatch clerk.
2.   Enter customer contact information into customer account folders and sales contact database.  Maintain the contact database as a current record of customer contacts, including general inquires, price quotes, and complaints.
3.   Reply via telephone, mail or e-mail to customer’s and prospective customer’s inquiries for product information.
4.   Forward customer or in-house messages to other colleagues in a timely manner.
5.   Assist in follow-up to trade show exhibitions by recording contacts in the sales contact database and fulfilling requests for literature or specific product information.
6.   Generate e-mails to customers or prospective customers regarding new products, existing products, product promotions or other news related to the Company’s products.
7.   Assist in maintaining a clean work/office environment.
8.   Fulfill other tasks as may be assigned from time to time by the Supervisor.
To perform the job successfully, an individual should demonstrate the following competencies:
Learning – An aptitude for learning new job-related activities, specifically learning information about the Company’s and competitors’ products, customers, order entry system and contact database.
Customer Service – Provides a high level of service and support to all customers; manages difficult or emotional customer situations professionally and effectively; responds promptly to customer needs; solicits customer feedback to improve service; responds to requests for service and assistance; meets commitments.
Oral Communication - Speaks clearly and persuasively in positive or negative situations; listens and gets clarification; responds well to questions.  The ability to engage in productive telephone conversations with customers and build positive professional relationships.  
Written Communication –The ability to write letters and e-mail correspondence pursuant to high standards for English grammar, structure and content.
Technical – The ability to discuss with customers the general details of the Company’s products.  Must have the ability to answer customer’s basic questions, probe effectively for information including current product(s) used, and application(s) for product usage.
Flexibility/Teamwork – The ability to adjust to a variety of work situations including but not limited to changes in schedule, different personalities, and changes/additions in responsibilities.  The team, by definition, includes all staff at IDS’ global businesses.
Creative/Innovative– The ability to originate and recommend new ideas and procedures that improve the business environment and operations.
Cost Consciousness - Conserves organizational resources.
Ethics - Treats people with respect; keeps commitments; inspires the trust of others; works with integrity and ethically; upholds organizational values.
Diversity - Shows respect and sensitivity for cultural differences; contributes to a harassment-free environment.
Organizational Support - Follows policies and procedures; completes tasks correctly and on time; supports organization's goals and values.
Attendance/Punctuality - Is consistently at work and on time.
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
  1. Minimum high school education.
  2. 2+ years experience in a customer service position.
  3. Excellent verbal and English writing skills are mandatory.  (Writing samples required during interview process.)
  4. Excellent telephone conversational skills.
  5. Experience with personal computers.  Proficiency with MS Word, MS Outlook and internet navigation are essential.
  6. Ability to use general office equipment including photocopier, fax machine, basic calculator.
Preferred Skills
1.  College Education.
2.   Experience with MS Excel, MS PowerPoint and a sales contact database is highly desirable.
Language Ability:
Ability to read, write and speak effectively with customers, colleagues and other persons having business with the Company. Ability to respond to common inquiries or complaints from customers. 
Math Ability:
Ability to calculate figures and amounts such as adding or subtracting numbers, discounts and percentages.
Reasoning Ability:
Ability to define problems, collect data, establish facts, and draw valid conclusions.
Computer Skills:
Experience with personal computers, and especially MS Word.  Experience with MS Excel, MS Power Point, and sales contact database is highly desirable.  Proficient with negotiating the internet to locate required marketing information.
Other Qualifications:
Able and willing to work in the vicinity of RIA products.  (ALARA program installed).  Dependable, trustworthy; good organizational skills; able to follow directions of the supervisor and comply with Standard Operating Procedures; able to work with minimum supervision when necessary.
Certificates and Licenses:
No certifications needed
Work Environment:
The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
The noise level in the work environment is usually moderate.
Physical Demands:
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
The employee must occasionally lift and/or move up to 50 pounds. Specific vision abilities required by this job include close vision, peripheral vision, depth perception and ability to adjust focus. While performing the duties of this job, the employee is regularly required to sit and talk or hear.  The employee is occasionally required to stand; use hands to handle or feel; reach with hands and arms.
The above job description is not intended to be an all-inclusive list of duties and standards of the position.  Incumbents will follow any other instructions, and perform any other related duties, as assigned by their supervisor.
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