Customer Service Representative - Hyderabad @ United States

Answers daily customer correspondence via telephone, Email cases, and efax from international and domestic customers. Provides order assistance and product information.

Assists customers daily with quote and query processing while also capturing pertinent information within the case in Salesforce.

Creates and sends Pro-Forma Invoices, quotes prices, and advises customers of product availability.

Meet daily targets of cases in Salesforce for Quotes and Queries, as assigned by CS Leadership.

Works with Distribution to coordinate the movement of products and shipments.

Verifies compliance with US Export regulations for EAR/ITAR/IRS items, and ensures compliance with established Economic Sanctions regulations.

Verifies compliance with Environmental Protection Agency such as EPA (Ozone Depleting items).

Investigates and resolves problems and complaints of varying complexity regarding fulfillment (claims, lost shipments, back-orders, as well as erroneous, damaged, or lost shipments).

Build sustainable relationship of trust through open and interactive communications.

Responsible for maintaining a high level of professionalism with customers and working to establish a positive rapport with them.

Maintaining a positive, empathetic, and professional attitude toward customers at all times.

Documents customer feedback and complaints regularly in Salesforce so that issues can be analyzed and resolved.

Identify and communicate trends that impact the customer experience in their day to day operations with CS Management.

Maintain updated knowledge of all company products and services to provide adequate education to customers.

Assist Team Management with initiatives and projects as required.

Assists customers with USP Store registration and order issues/questions.

Performs other related duties as assigned.

Graduate from any stream (preferably Science degree)

Fluency in English required.

Minimum of three (3) years customer service, order processing or related experience.

Able to work flexible hours when needed. Required to work scheduled shifts either 1 st Shift 07:00 AM IST-03:30 PM IST or 2nd Shift 01:30 PM IST-10:00 PM IST as decided by CS Management.

Proficient use of Microsoft products (Excel, Word, Outlook).

Call center experience consumer or B2B customers.

Typing speed should be minimum 70 words per minute.

Oracle ERP and Salesforce knowledge is desirable but not required

Familiarity with Ariba or other EDI processes is desirable but not required

Strong focus and proven ability to foster a great customer experience.

Exceptional Customer Service skills.

Exceptional multi-tasking ability while handling large volume of work with firm deadlines.

Excellent organization skills, problem solving skills, and attention to detail required.

Excellent time management and effective decision- making skills.

Excellent communication skills (written and oral)

Previous experience and proven track record for managing a high volume of cases and phone calls.

Strong telephone skills, typing ability, accurate data entry skills.

Ability to work in a fast-paced environment.

Able to establish and nurture relationships with individuals of varying backgrounds.

Maintains composure and enthusiasm in stressful situations with exceptional team skills.

Must be able to work independently and in a team environment and to escalate issues as appropriate.

Familiarity with import, export, customs, and business with other countries.

Prior experience in Pharma/Life Sciences/Chemicals/ Analytical Instrumentation would be preferable.