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Technical Customer Service Representative

Essential Duties and Responsibilities:
Responds to and resolves internal and external customer requests and inquiries which may involve product selection, pricing, product availability and delivery.
1. Identifies customer needs, and appropriate course of action within established performance expectations and departmental procedures.
2. Interacts with multiple areas including Operations, Technical Support, Logistics, and suppliers to ensure timely and accurate shipment of product and issue resolution.
3. Assesses situation and escalates issues as appropriate.
4. Stays abreast of new processes and initiatives within the company.
5. Review and understand all departmental Functional Procedures and work instructions.
6. Process on-line incoming telephone or e-mail service requests.
7. Other miscellaneous duties as assigned.
Preferred Qualifications:
Ability to communicate orally and in writing in a clear and straightforward manner
Ability to handle multiple projects and tasks
Ability to prioritize and organize effectively
Ability to show judgment and initiative and to accomplish job duties
Ability to work independently
Ability to function effectively under pressure and work in a rapidly changing work environment
Ability to listen to and interpret the needs of the customer and to demonstrate courtesy and patience in customer relations
Knowledge of common office software (including Windows and Microsoft Office software products) Preferred scientific/technical background

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