Customer Service Representative III
Meso Scale Diagnostics LLC, Rockville, MD, United States
Position Summary
Provide professional, courteous, customer‑centric service to the MSD customer base. This position will directly interact with various customers and interface with multiple internal departments to facilitate the processing of quotes, orders and customer requests to allow for timely shipping of MSD products worldwide.
Duties and Responsibilities
Customer Relations
Complaint investigations, customer follow‑up and data management
Forward concerns to the appropriate parties
Document outcomes and resolutions appropriately
Coordinate and communicate order status updates throughout the order process cycle
Ensure product delivery in accordance with customer requirements
Communicate product information, pricing and ordering information to prospective customers
Augment customer education on MSD product lines and their uses
Order and Quote Processing
Process customer quotes and orders
Accurately enter customer contact and product information into the company’s ERP and CRM systems
Calculate and quote pricing and discounts from pricing guidelines and tables
Perform other data entry and database clean‑up and audit projects as directed
Assist with development and implementation of new departmental processes and procedures
Develop and perform departmental training
Assist with compiling and analyzing departmental statistics and performance metrics
Interdepartmental Communication
Communicate order requests, tracking updates and shipping information to sales representatives and other internal departments as needed
Collaborate with other departments to facilitate order fulfillment and invoicing
Specific duties may vary depending upon departmental requirements
Experience and Qualifications
Bachelor’s degree required
Additional years (6) of experience may be substituted for a degree
Minimum 3 year experience supporting sophisticated and diverse customers
Experience with other businesses and ERP systems a plus
Experience with JD Edwards software is highly preferred
Proficiency with standard office equipment (phone, fax, computer literacy, etc.)
A Life Sciences background is a plus
Experience in a call center environment is a plus
Ability to speak a second language, in addition to English, is a plus
Knowledge, Skills and Abilities
Complete understanding and demonstrated proficiency of key Customer Service functions:
Order entry and management
Quote preparation
Customer phone and grammatically correct email communications
Overall understanding of the sales process from conception to completion
Demonstrated proficiency and complete utilization of CRM and inventory management ERP systems
Subject matter and process flow expert
Logical problem solving and demonstrated ability to organize and move project tasks forward in an orderly and structured fashion
Ability to identify and effectively address customer concerns with a sense of urgency and with customer service orientation
Excellent oral, written communication and interpersonal skills
Ability to discuss product, pricing and order information with the customer
Strong customer service skills including detail‑oriented follow up with customers and other internal personnel
Demonstrate professional etiquette and courtesy and ability to build strong relationships
Track record of successfully handling escalated customer interactions
Effectively communicate issues/problems and results that impact timelines, accuracy and status of customer order data
Perform basic mathematic calculations correctly
Proven leadership abilities by successfully completing additional responsibilities
Proficiency in MS Office
A wide degree of creativity and latitude is expected including the ability to multi‑task and work productively in a demanding customer service environment with changing priorities
Physical Demands This position requires the ability to communicate and exchange information, utilize equipment necessary to perform the job, and move about the office.
Work Environment Standard office environment.
Compensation Summary The annual base salary for this position ranges from $52,400 to $76,000. This salary range represents a general guideline as MSD considers other factors when presenting an offer of employment, such as scope and responsibilities of the position, external market factors, and the candidate’s knowledge, skills, abilities, education and experience. Employees may qualify for a discretionary or non‑discretionary bonus in addition to their base salary. These annual bonuses are intended to recognize individual performance and enable employees to benefit from the Company’s overall success.
Benefits Summary At MSD, we offer a comprehensive benefits package to support our employees’ well‑being and financial security. In addition to competitive salaries, our benefits include medical, dental, and vision coverage, along with prescription benefits. We provide a 401(k) plan with company matching, flexible spending accounts, and company‑paid short‑ and long‑term disability insurance as well as group life and accidental death and dismemberment insurance. Our offerings also encompass paid vacation, paid sick leave, paid holidays, and paid parental leave, along with an employee assistance program. Additional voluntary perks include a fitness club membership contribution, pet insurance, identity theft protection, home and auto insurance discounts, and optional supplemental life insurance.
EEO/AA Statement MSD is an Equal Opportunity/Affirmative Action Employer. We are committed to fostering a diverse and inclusive workplace where all individuals are treated with respect and dignity. We welcome applications from all qualified candidates, making employment decisions without regard to race, color, religion, creed, sex, sexual orientation, gender identity, genetic information, marital status, national origin, age, protected veteran status, pregnancy, disability status or any other protected characteristic. For our full EEO/AA and Pay Transparency statement, please click on the following link: https://www.mesoscale.com/en/our_company/careers/equal_employment_opportunity_statement.
E-Verify Meso Scale Diagnostics uses E-Verify to validate the work eligibility of candidates.
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Duties and Responsibilities
Customer Relations
Complaint investigations, customer follow‑up and data management
Forward concerns to the appropriate parties
Document outcomes and resolutions appropriately
Coordinate and communicate order status updates throughout the order process cycle
Ensure product delivery in accordance with customer requirements
Communicate product information, pricing and ordering information to prospective customers
Augment customer education on MSD product lines and their uses
Order and Quote Processing
Process customer quotes and orders
Accurately enter customer contact and product information into the company’s ERP and CRM systems
Calculate and quote pricing and discounts from pricing guidelines and tables
Perform other data entry and database clean‑up and audit projects as directed
Assist with development and implementation of new departmental processes and procedures
Develop and perform departmental training
Assist with compiling and analyzing departmental statistics and performance metrics
Interdepartmental Communication
Communicate order requests, tracking updates and shipping information to sales representatives and other internal departments as needed
Collaborate with other departments to facilitate order fulfillment and invoicing
Specific duties may vary depending upon departmental requirements
Experience and Qualifications
Bachelor’s degree required
Additional years (6) of experience may be substituted for a degree
Minimum 3 year experience supporting sophisticated and diverse customers
Experience with other businesses and ERP systems a plus
Experience with JD Edwards software is highly preferred
Proficiency with standard office equipment (phone, fax, computer literacy, etc.)
A Life Sciences background is a plus
Experience in a call center environment is a plus
Ability to speak a second language, in addition to English, is a plus
Knowledge, Skills and Abilities
Complete understanding and demonstrated proficiency of key Customer Service functions:
Order entry and management
Quote preparation
Customer phone and grammatically correct email communications
Overall understanding of the sales process from conception to completion
Demonstrated proficiency and complete utilization of CRM and inventory management ERP systems
Subject matter and process flow expert
Logical problem solving and demonstrated ability to organize and move project tasks forward in an orderly and structured fashion
Ability to identify and effectively address customer concerns with a sense of urgency and with customer service orientation
Excellent oral, written communication and interpersonal skills
Ability to discuss product, pricing and order information with the customer
Strong customer service skills including detail‑oriented follow up with customers and other internal personnel
Demonstrate professional etiquette and courtesy and ability to build strong relationships
Track record of successfully handling escalated customer interactions
Effectively communicate issues/problems and results that impact timelines, accuracy and status of customer order data
Perform basic mathematic calculations correctly
Proven leadership abilities by successfully completing additional responsibilities
Proficiency in MS Office
A wide degree of creativity and latitude is expected including the ability to multi‑task and work productively in a demanding customer service environment with changing priorities
Physical Demands This position requires the ability to communicate and exchange information, utilize equipment necessary to perform the job, and move about the office.
Work Environment Standard office environment.
Compensation Summary The annual base salary for this position ranges from $52,400 to $76,000. This salary range represents a general guideline as MSD considers other factors when presenting an offer of employment, such as scope and responsibilities of the position, external market factors, and the candidate’s knowledge, skills, abilities, education and experience. Employees may qualify for a discretionary or non‑discretionary bonus in addition to their base salary. These annual bonuses are intended to recognize individual performance and enable employees to benefit from the Company’s overall success.
Benefits Summary At MSD, we offer a comprehensive benefits package to support our employees’ well‑being and financial security. In addition to competitive salaries, our benefits include medical, dental, and vision coverage, along with prescription benefits. We provide a 401(k) plan with company matching, flexible spending accounts, and company‑paid short‑ and long‑term disability insurance as well as group life and accidental death and dismemberment insurance. Our offerings also encompass paid vacation, paid sick leave, paid holidays, and paid parental leave, along with an employee assistance program. Additional voluntary perks include a fitness club membership contribution, pet insurance, identity theft protection, home and auto insurance discounts, and optional supplemental life insurance.
EEO/AA Statement MSD is an Equal Opportunity/Affirmative Action Employer. We are committed to fostering a diverse and inclusive workplace where all individuals are treated with respect and dignity. We welcome applications from all qualified candidates, making employment decisions without regard to race, color, religion, creed, sex, sexual orientation, gender identity, genetic information, marital status, national origin, age, protected veteran status, pregnancy, disability status or any other protected characteristic. For our full EEO/AA and Pay Transparency statement, please click on the following link: https://www.mesoscale.com/en/our_company/careers/equal_employment_opportunity_statement.
E-Verify Meso Scale Diagnostics uses E-Verify to validate the work eligibility of candidates.
#J-18808-Ljbffr