Customer Service Representative

Order Entry Specialist

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.

This job contributes to organizational success by :

• 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 one year 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
• Basic proficiency with computers, phone systems, and databases (including Excel, Word, JDE, Cognos, inContact, and TrackWise)
• Knowledge of production within Envigo :
• Models and Locations
• Products and Services
• Procedures of Time Mating
• 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 circumstances either personal or professional effect your mood at work
• Ability to go the extra mile to accomplish difficult or inconvenient tasks

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.