Customer Service Rep II

Oxoid Remel Microbiology; Lenexa (KS); On-site; USD 38,000 - 60,000; Full time

Job summary

Oxoid Remel Microbiology in the United States is seeking a customer service professional to manage high-volume inbound calls and emails, perform accurate order entry, and support schedule agreements. You will collaborate with Operations, Logistics, Purchasing, Sales, and Marketing to resolve issues and meet delivery timelines.

The role requires a proactive, detail-oriented individual with 2+ years in customer service, comfortable multi-tasking, and basic Excel.

Qualifications

• High school graduate or equivalent; Bachelor's degree preferred.
• 2+ years of Customer Service experience.
• Proficient with Microsoft Office; ERP familiarity.
• Ability to multitask and diffuse customer dissatisfaction.

Responsibilities

• Handle a high volume of inbound calls and emails with timely information.
• Enter orders accurately and support schedule changes and delivery timelines.
• Own customer issues and coordinate with Operations, Logistics, Purchasing, Sales, and Marketing.
• Manage customer accounts to ensure satisfaction and business objectives.
• Support Esker order management and Gene.AI workflows.

Skills

Multitasking

Problem solving

Detail oriented

Initiative

Team oriented

Scheduling flexibility

Communication

Education

High School Diploma

Bachelor's degree preferred

Tools

Excel

ERP Systems

Job description

Joining our team, you’ll play an active part in helping to deliver meaningful impact. At Oxoid Remel Microbiology, acquired from Thermo Fisher Scientific, we play a crucial role in accurate identification and targeted treatment for diseases, ensuring food and beverage safety, and supporting pharmaceutical manufacturing integrity. Our products and services are designed to meet the highest standards of quality and performance, helping our customers achieve their objectives efficiently and effectively.

Job Summary:

Responsible for inbound call traffic into Oxoid Remel Microbiology Customer Service from internal and external customers in a contact center environment. Provide accurate and timely order entry, schedule agreement support and resolutions to external and internal customers. Handles inbound-related calls, including tracking, order status, notifications, and escalated issues. Handles customer order concerns by providing world-class customer service and meeting customer scheduling expectations. The ideal candidate has experience in a high-volume call environment and can prioritize several tasks throughout the day, and a proven track record of being part of a high-performing team. Hours: Monday through Thursday 9:30 AM to 6 PM, and Friday 8:30 AM to 5 PM or Monday through Friday 7:30 AM to 4:00 PM

Key Responsibilities:

• Manage a high volume of inbound phone calls and emails, providing timely and accurate information to customers.
• Receives and responds to all inquiries of customer problems, orders and general inquiries for all issues related to order fulfillment, including schedule agreement changes and delivery timelines. Inquiries occur via a variety of channels - including phone, e-mail, or other channels.
• Efficient and accurate entry of orders.
• Owns customer issues, resolves complex or challenging customer inquiries, and works with a wide range of stakeholders, including Operations, Technical Support, Logistics, Purchasing, Sales, and Marketing to ensure timely issue resolution.
• Provide customer account management to ensure satisfaction and business objectives are met.
• Support and work alongside A.I. technology like Esker order management and Gene.AI.
• Strives to exceed set service levels and Individual/Department/Company Targets.
• Handles all queries within the established process.
• Communicate proactively with the assigned customers, sales team, and internal personnel regarding product availability, supply chain delays, or other issues.
• Reallocate products based on inventory levels to meet scheduling agreement requirements as needed.
• Strives to continuously improve the processes they work with as well as how they deliver service to the customers, using defined company methodology
• Participates with team members to improve communications, accountability, and team success
• Participates in the departmental training plan and contributes to a focus on continuous personal improvement
• Effectively plans and prioritizes workload every day to avoid backlogs.
• May be required to perform other related duties as needed and/or assigned by the leadership team.

Minimum Requirements/Qualifications:

• High school graduate or equivalent required; Bachelor's degree is preferred
• 2+ years of related Customer Service experience required
• Demonstrate a solid understanding of personal computer applications such as Microsoft Office Tools. Knowledge of ERP Systems
• Ability to identify, tackle problems, and multi-task
• Ability to diffuse customer dissatisfaction
• Detail oriented
• Beginner level experience with Excel
• Troubleshooting experience
• Takes initiative
• Team oriented
• Flexible with scheduling and re-prioritization to assist with meeting deadlines

This is an exciting time to join us as we continue to build on more than 100 years of microbiology excellence. With a broad portfolio of instruments, services, and global resources, we’re steadfast in our commitment to helping you succeed. Together, we can cultivate a thriving microbiology culture that supports you today, tomorrow, and for life. Oxoid Remel Microbiology, acquired from Thermo Fisher Scientific, is now under the ownership of Astorg, a leading private equity firm with deep healthcare sector expertise and proven track record in diagnostics. With the continuity of trusted brands, established expertise and a long-standing reputation in microbiology, we’re looking for talented people to join us as we enter our next chapter of growth. Come and be part of what’s next for our company.