Customer Service Representative

Description: Customer Experience Representative is responsible for delivering exceptional customer experience to I.
V.
Labs, Inc.
customers, serving as the primary point of contact for all customer communications.
Collaborate with internal departments to address incoming inquiries and fulfill customer requests.
Serve as a bridge between the sales/commercial team, and customers to foster relationship growth and maintenance.
As a valued team member at I.
V.
Labs, Inc.
, the Customer Experience Representative plays a pivotal role in shaping the company culture and contributing to overarching business strategies.
Schedule: 9am-5pm Monday-Friday Hourly Starting Rate: $19.
00 per hour I.
V.
Labs, Inc.
is a chemical standard manufacturing company.
We are a stable, family-oriented business who takes pride in providing exceptional customer service with high quality products.
We strongly value work-life balance, giving back to the community and employee social events throughout the year.
Benefits: Full-time employees receive: Paid Time Off (PTO).
Paid holidays.
Paid 30 Minute lunch we offer a fully stocked breakroom with cafeteria style vending machines and free coffee.
Employer paid insurances: Medical Insurance with HSA.
Short term Disability.
Life insurance.
Optional insurances/plans include: Dental.
Materials only vison insurance.
Whole Life Insurance.
Accident Insurance.
Critical Illness Insurance.
Additional Vision Insurance.
Pet Insurance.
Dependent Care Flexible Care Spending Account (FSA).
401(k)-retirement plan with up to a 4% company match.
Essential Duties and Responsibilities: Communicate, coordinate, and delegate effectively with other departments including logistics, manufacturing, custom product development, and accounting to get orders and quotes completed in a timely manner.
Coordinate with multi-step order processing with various types of orders including direct catalog orders, large distributor orders, and international orders.
Assist in maintaining a positive customer relationship by providing a world-class customer experience.
Identify additional growth opportunities and pass leads to the sales team.
Manage customer relationships and provide a personalized experience.
Establish, update, and maintain customer contact information in CRM software.
Resolve customer errors and complaints in a timely manner through cross-departmental collaboration.
Participate in project teams dedicated to enhancing both customer experience and team processes.
Respond to inquiries, process orders, and generate quotes over the phone, with a focus on upselling to customers.
Oversee essential customer accounts to enhance customer relationships.
Manage order through lifecycle.
Follow up on unconverted stock quotes for direct customers to help achieve sales booking objectives.
Other duties as assigned.
Requirements: Minimum 2 year in a customer service position.
Positive attitude.
Problem solving skills.
Excellent interpersonal communication skills.
Professional phone and email etiquette.
Works with a sense of urgency to complete necessary tasks.
High attention to detail.
Time management skills.
Ability to adapt to changes in company needs.
Ability to work in fast-paced work environment.
Ability to work in a team environment as well work independently.
Critical thinking skills.
Preferred: Associates Degree and/or 3+ years customer service experience.
Account management experience.
Sage Business Platform experience.
Inside sales experience.
Ability to speak a foreign language.
I.
V.
Labs, Inc.
reserves the right to modify job duties at any time and this job description is not designed to cover every responsibility required of the employee.
I.
V.
Labs, Inc provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws.
This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.