[Remote] Customer Success Representative

Note: The job is a remote job and is open to candidates in USA. LGC is a leading global life science tools company that develops and manufactures diagnostic quality solutions for the life sciences industry. The Customer Success Representative will serve as the primary contact for customers, ensuring they receive excellent support and service while handling inquiries and processing orders efficiently.

Responsibilities

• Respond quickly and professionally to customer inquiries, including pricing, availability, order status, shipping details, etc
• Act as the voice of the customer internally to drive continuous improvement
• Process orders for the designated LGC entity, ensuring completeness of specifications, prices, locations, and other relevant information for both product and custom orders
• Assess individual customer requirements and direct activities to the appropriate departments
• Acknowledge customer orders, advise on changes, order status, backorders, quote prices, and any other modifications; process and route orders for shipping
• Process credit card payments when appropriate, ensuring the privacy of customer account information
• Provide required documentation related to each order to meet shipping schedules (i.e., material safety data sheets, certificates of analysis, custom orders, etc.)
• Apply the sales order entry system to provide accurate information to customers, including interpreting quotes, promotions, and credit policies
• Follow established service quality standards and meet order accuracy standards; adhere to departmental SOPs and training guidelines
• Adhere to the requirements of the company’s ISO quality management system
• Perform other duties as assigned to meet business needs

Skills

• High school diploma or equivalent experience (GED)
• Proven ability to engage professionally, courteously, and effectively with customers over the phone or via other mechanisms in support of customer requests
• Strong computer skills required, including working knowledge of Microsoft Office suite of products, particularly Word, Excel, and PowerPoint
• Experience or working knowledge of ERP systems, ideally SAP
• Salesforce
• International order experience

Company Overview