Customer Service Representative

Element has an opportunity for a Customer Service Representative at our Greenville SC site to perform order entry of incoming test requests and other scheduled tasks under direction of the General Manager.
The Customer Service Representative consists of multiple responsibilities which help ensure centralized consistent customer experience. This includes but is not limited to professionally answering incoming calls and emails from internal and external customers creating production and OTD reports and communicating any issues with the customer.

Salary: $23- $26/hr DOE

Utilize phone call / email handling processes to effectively communicate your role and the Element value proposition to incoming callers / web inquiries
Complete customer follow-up emails and phone calls as required each day
Receive incoming shipments & assist with customer pickup and return of samples
Review customer Purchase Orders (POs) and enter work orders
Verify that orders received include all necessary paperwork to allow for proper testing of samples
Contact customers over PO discrepancies or to obtain additional test detail
Serve as a point of contact for customers assisting them with order status updates
Work with Production and Laboratory personnel to expedite work
Alert staff to expedite/ rush work and follow-up on issues
Promptly address revised POs for work in progress by entering the new POs into the system and communicating changes to appropriate department supervisor
Ensures all work is performed in accordance with company safety and quality policies and procedures and regulatory agency regulations
Maintain solid and current knowledge of Elements service offering
Document all customer concerns delegate to appropriate quality manager and provide follow-up to ensure resolution of concerns
Act as a resource in routing customer questions / issues and follow up to ensure customer satisfaction and keep abreast of changing customer needs
Well-developed oral and written communication skills to meet a variety of communication needs
Ability to remain calm when faced with mounting pressure related to deadlines and multiple priorities
Ability to solve practical customer problems and interpret a variety of instructions data and details furnished in written oral diagram or schedule form
Other duties as assigned by General Manager

Associate degree in business administration or related field preferred
24 years of experience in customer service order management or administrative supportpreferably in a testing laboratory or technical services environment
Strong attention to detail with proven accuracy in data entry documentation and Purchase Order review
Excellent attention to detail
Ability to work independently
Ability to work well under pressure and meet tight deadlines without compromising the quality of work or safety
Proficient in Microsoft Office Suite (Word Excel Outlook)
Excellent written and verbal communication skills with the ability to manage client inquiries and coordinate across departments
Highly organized with strong multitasking and problem-solving abilities in a fast-paced setting with commitment to safety quality and process compliance

At Element we always take pride in putting our people first. We are an equal opportunity employer that recognizes diversity and inclusion as fundamental to our Vision of becoming the worlds most trusted testing partner.

All suitably qualified candidates will receive consideration for employment on the basis of objective work related criteria and without regard for the following: age disability ethnic origin gender marital status race religion responsibility of dependents sexual orientation or gender identity or other characteristics in accordance with the applicable governing laws or other characteristics in accordance with the applicable governing laws.

The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about discussed or disclosed their own pay or the pay of another employee or applicant. However employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information unless the disclosure is (a) in response to a formal complaint or charge (b) in furtherance of an investigation proceeding hearing or action including an investigation conducted by the employer or (c) consistent with the contractors legal duty to furnish information. 41 CFR 60-1.35(c)

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