Customer Service Representative

cryoport; Ball Ground (GA); On-site; USD 42,000 - 56,000; Full time

Job summary

cryoport is seeking a Customer Service Representative to bridge customers and internal teams, handling orders, inquiries, and service issues with accuracy and courtesy. You will respond to calls and emails, process orders from receipt to completion, provide product and pricing information, and document interactions while maintaining records.

The ideal candidate has at least 5 years in customer service or call center roles, strong Microsoft Office skills, and a proven commitment to high-quality

Qualifications

• High School Diploma or equivalent.
• 5+ years in Customer Service, Call Center Operations, Phone Support, Sales Support, or related roles.
• Proficiency with Microsoft Office tools (Outlook, Word, Excel) and strong typing, spelling and grammar.

Responsibilities

• Respond to customer communications via phone, email, and other channels.
• Identify customer needs and provide timely, accurate solutions.
• Process and manage customer orders from receipt through completion.
• Provide information on products, pricing, promotions, and services.
• Investigate, document, and resolve customer complaints and service issues.
• Maintain accurate customer records and documentation.
• Review and authorize product returns per company policy.
• Document all customer interactions and transactions.
• Collaborate with cross-functional teams to deliver experiences.
• Meet established performance, quality, and development goals.

Skills

Customer focus

Communication

Organization

Problem solving

Accountability

Education

High School diploma or equivalent

Tools

Microsoft Office

Outlook

Word

Excel

PowerPoint

JD Edwards (JDE)

ERP systems

Job description

Position Summary

The Customer Service Representative serves as the primary liaison between customers and MVE, delivering exceptional service and support to both external and internal customers. This role is responsible for accurately processing orders, responding to product and service inquiries, resolving customer concerns, and ensuring a positive customer experience through effective communication, problem-solving, and collaboration across departments.

Primary Responsibilities

• Respond to customer communications received via phone, email, and other channels.
• Identify customer needs and provide timely, accurate, and effective solutions.
• Process and manage customer orders from receipt through completion.
• Provide customers with information regarding products, pricing, promotions, and services.
• Investigate, document, and resolve customer complaints and service issues.
• Complete and maintain customer account documentation as required.
• Review and authorize product returns in accordance with company policies.
• Maintain accurate customer records within company business systems.
• Document all customer interactions and transactions.
• Communicate policy or process changes affecting customers.
• Collaborate with Customer Service Management and cross-functional teams to deliver exceptional customer experiences.
• Contribute to team objectives and support departmental initiatives as needed.
• Meet established performance, quality, and development goals.
• Follow departmental procedures, work instructions, and approved scripts when applicable.
• Participate in ongoing training and professional development activities.
• Perform other duties as assigned.

Competencies & Personal Attributes

Customer Focus

• Demonstrates a strong commitment to delivering exceptional customer experiences.
• Builds customer trust and loyalty through responsiveness and professionalism.

Communication & Collaboration

• Excellent verbal and written communication skills.
• Professional, clear and courteous verbal communication skills
• Builds effective relationships across departments and with customers.
• Works collaboratively while maintaining accountability for results.

Organization & Problem Solving

• Strong organizational, time-management, and prioritization skills.
• Excellent attention to detail and documentation practices.
• Ability to analyze issues, identify solutions, and make sound decisions.
• Comfortable managing multiple priorities in a fast-paced environment.

Accountability & Professionalism

• Takes ownership of responsibilities and outcomes.
• Maintains confidentiality and exercises sound judgment.
• Demonstrates integrity, ethics, and a strong work ethic.
• Embraces continuous learning and professional development.
• Supports and promotes MVE's mission, vision, values, and culture.

Qualifications & Education

• High School Diploma or equivalent.

Minimum of 5 years of experience in:

• Customer Service
• Call Center Operations
• Phone Support
• Sales Support
• Service Support
• Sales Administration
• Proficiency with Microsoft Office applications, including: Outlook
• Word
• Excel
• Strong typing, spelling, and grammar skills.

Preferred

• Some college coursework or relevant customer service certifications.
• Experience with order processing or ERP systems.
• Experience working in a manufacturing or distribution environment.
• PowerPoint proficiency.

Preferred Skills

• Experience with JD Edwards (JDE).
• Spanish language proficiency.
• Experience supporting B2B customers.
• Knowledge of order management and fulfillment processes.