Strategic Account Manager
Inotiv, Indianapolis, IN, United States
This position provides order entry for phone, emailed and faxed orders. Key responsibilities include answering the phone, processing incoming customer requests and providing departmental support.
Principal External Contacts: Customers
Principal Internal Contacts: Customer Service Specialist, Customer Service Specialist SAM, Customer Service Associate
Job Responsibilities
Input all customer orders received by phone, fax or email
Resolve issues with orders
Enter customer complaints into TrackWise within same day for escalation to investigator
Submit lost order information
Collaborate with internal partners to resolve customer concerns and establish strong working relationships
Provide customer support including, but not limited to, quotes, invoice requests, transportation questions, follow up
Understand and adhere to all applicable ISO SOPs, work instructions and company policies
Perform other duties as assigned
Job Requirements
Hybrid role
High School diploma required
College degree preferred
Minimum five years of customer service experience
Solid verbal and written communication skills
Accurate data entry and keyboarding skills including proficiency with numerical keypad and 60-80 wpm on computer
Demonstrated attention to detail
Advanced proficiency with computers, phone systems and databases (including Excel, Word, JDE, Cognos, inContact, and TrackWise)
Advanced knowledge of production within Envigo:
Models and Locations
Products and Services
Procedures of Time Mating
Surgery Requests
Participation in projects and training to increase CSD efficiencies and methodologies
Produce KPI reports at customer request
Coverage of CSD-OnCall email resolution and/or routing to ensure minimum impact to our customers
Participate in customer sales calls as requested
Ability to perform professional communications related to transportation updates, health status changes or product recalls
Dedicated to the humane and ethical care of research animals
Motivated, positive, can-do attitude with significant focus on speed and accuracy for meeting customer needs in order accuracy
Ability to de‑escalate a situation calmly, tactfully, and with diplomacy with an excellent, positive attitude toward customer service
Ability to maintain a calm demeanour when under stress
Ability to share knowledge with others in a professional manner
Able to be approached by co‑workers for assistance
Respectful of others even if they do not share your skills/knowledge/job role
Able to connect with customers, co‑workers, and support groups so they prefer to do business with you
Able to recognize and effect your shortcomings to improve your position
Ability to limit non‑productive activities to stay focused on work
Ability to work unsupervised without resorting to non‑productive activities
Willing to go the extra mile for a customer even if you are inconvenienced
Ability to not let personal or professional circumstances affect your mood at work
Ability to go the extra mile to accomplish difficult or inconvenient tasks
Standards of Performance
Accurate and prompt completion of all orders
Less than 0.15% error rate on order entry and processing of all orders
Reasonable response time or acknowledgement of email or voicemail request based on guidelines set by supervisors
Provide high level of professional service to exceed expectations of our customers (Customer Survey feedback - very satisfied)
Work Schedule
Full‑time position works, on average, 40 hours per week during a normal week. Most shifts occur Monday‑Friday and are staggered between 7:30am and 6:00pm and include two 15‑minute breaks, and a 60 minute, unpaid, lunch break during a normal shift
Weekend on‑call rotation with quarterly schedule posted
*This position could be offered at different levels for candidates who qualify with a combination of advanced levels of education and/or years of experience. The salary range will adjust along with the level of the role to match the person's relevant experience and/or education level.
Salary will be commensurate with experience and responsibilities. Benefits include health and dental coverage, short‑ and long‑term disability, paid time off, paid parental leave, 401K, and more!
Inotiv is an Equal Opportunity Employer. It is our policy to provide a fair and equal employment opportunity to all persons, regardless of age, race, color, religion, sex, gender, gender identity, gender expression, sexual orientation, genetic information, disability, national origin, veteran status, or any other basis prohibited by law. This policy governs all aspects of employment, including selection, job assignment, compensation, discipline, termination and access to benefits and training.
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Principal External Contacts: Customers
Principal Internal Contacts: Customer Service Specialist, Customer Service Specialist SAM, Customer Service Associate
Job Responsibilities
Input all customer orders received by phone, fax or email
Resolve issues with orders
Enter customer complaints into TrackWise within same day for escalation to investigator
Submit lost order information
Collaborate with internal partners to resolve customer concerns and establish strong working relationships
Provide customer support including, but not limited to, quotes, invoice requests, transportation questions, follow up
Understand and adhere to all applicable ISO SOPs, work instructions and company policies
Perform other duties as assigned
Job Requirements
Hybrid role
High School diploma required
College degree preferred
Minimum five years of customer service experience
Solid verbal and written communication skills
Accurate data entry and keyboarding skills including proficiency with numerical keypad and 60-80 wpm on computer
Demonstrated attention to detail
Advanced proficiency with computers, phone systems and databases (including Excel, Word, JDE, Cognos, inContact, and TrackWise)
Advanced knowledge of production within Envigo:
Models and Locations
Products and Services
Procedures of Time Mating
Surgery Requests
Participation in projects and training to increase CSD efficiencies and methodologies
Produce KPI reports at customer request
Coverage of CSD-OnCall email resolution and/or routing to ensure minimum impact to our customers
Participate in customer sales calls as requested
Ability to perform professional communications related to transportation updates, health status changes or product recalls
Dedicated to the humane and ethical care of research animals
Motivated, positive, can-do attitude with significant focus on speed and accuracy for meeting customer needs in order accuracy
Ability to de‑escalate a situation calmly, tactfully, and with diplomacy with an excellent, positive attitude toward customer service
Ability to maintain a calm demeanour when under stress
Ability to share knowledge with others in a professional manner
Able to be approached by co‑workers for assistance
Respectful of others even if they do not share your skills/knowledge/job role
Able to connect with customers, co‑workers, and support groups so they prefer to do business with you
Able to recognize and effect your shortcomings to improve your position
Ability to limit non‑productive activities to stay focused on work
Ability to work unsupervised without resorting to non‑productive activities
Willing to go the extra mile for a customer even if you are inconvenienced
Ability to not let personal or professional circumstances affect your mood at work
Ability to go the extra mile to accomplish difficult or inconvenient tasks
Standards of Performance
Accurate and prompt completion of all orders
Less than 0.15% error rate on order entry and processing of all orders
Reasonable response time or acknowledgement of email or voicemail request based on guidelines set by supervisors
Provide high level of professional service to exceed expectations of our customers (Customer Survey feedback - very satisfied)
Work Schedule
Full‑time position works, on average, 40 hours per week during a normal week. Most shifts occur Monday‑Friday and are staggered between 7:30am and 6:00pm and include two 15‑minute breaks, and a 60 minute, unpaid, lunch break during a normal shift
Weekend on‑call rotation with quarterly schedule posted
*This position could be offered at different levels for candidates who qualify with a combination of advanced levels of education and/or years of experience. The salary range will adjust along with the level of the role to match the person's relevant experience and/or education level.
Salary will be commensurate with experience and responsibilities. Benefits include health and dental coverage, short‑ and long‑term disability, paid time off, paid parental leave, 401K, and more!
Inotiv is an Equal Opportunity Employer. It is our policy to provide a fair and equal employment opportunity to all persons, regardless of age, race, color, religion, sex, gender, gender identity, gender expression, sexual orientation, genetic information, disability, national origin, veteran status, or any other basis prohibited by law. This policy governs all aspects of employment, including selection, job assignment, compensation, discipline, termination and access to benefits and training.
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