Customer Service Rep (9795) Santa Clara, California

Position Description

The Customer Service Representative is responsible for pre- and post-order support, managing commercial customer order activity by providing order status and assistance to customers, sales, and management; and driving prompt resolution to issues preventing order scheduling/shipment.

Position Responsibilities:

  • Process and manage customer-, replacement-, internal-, and credit-orders in a timely manner.
  • Manage order priorities to maximize customer satisfaction.
  • Promptly respond to customer inquiries regarding pricing, order status, and product availability.
  • Resolve customer order issues via telephone/e-mail and follow issues through to completion.
  • Ensure order compliancy with various rules and standards, including: SOX, ISO and other internal metrics.
  • Assist the sales organization with order reconciliation between our ERP and CRM systems.
  • Provide reports to internal and external requestors.
  • Perform other work related duties as assigned.

Qualifications:

  • Possess proficiency with JD Edwards and Salesforce.com (or similar ERP/CRM systems).
  • Demonstrate excellent verbal and written communication skills, strong attention to detail, ability to prioritize, and manage multiple activities with a calm and positive attitude.
  • Able to work in a fast-paced environment.
  • Able to work with minimal supervision, possesses critical thinking and problem solving skills, and proactively manages daily responsibilities.
  • Effective at working in a team environment to deliver measurable and quantitative results while managing individual priorities and duties efficiently.
  • Able to identify the root cause of a problem and provide an effective solution.
  • Contribute to achieve departmental and corporate goals and objectives.

 

Requirements:

Required

Preferred

Education:

Associate

Bachelor’s

Yrs of related experience:

3+ years

5-6 years

Competencies: (skills, knowledge, abilities)

Interpersonal skills

Results oriented, Program Project Management

ERP System

Licenses/Certificates:

none

none

Travel Requirements:

As necessary

As necessary none

Working Conditions:

Office Environment

Office Environment

 

Level of Autonomy and Complexity:

  • Employs skills and knowledge of company policies to complete variety of tasks in efficacious and creative manner; deep understanding of job's specialized aspects
  • Assigned difficult tasks that require extensive judgment to make suggestions for solutions
  • Decides techniques to complete new tasks; may informally act as team leader

 

ABOUT AFFYMETRIX
Affymetrix (AFFX) is a pioneer in creating breakthrough tools that are driving the genomic revolution. Affymetrix technology is used by the world's top pharmaceutical, diagnostic, and biotechnology companies, as well as leading academic, government, and nonprofit research institutes. The vision, innovation, and devotion of Affymetrix employees help us empower scientists around the world to alleviate human suffering. It is not just the sheer power of our technology that inspires us; it is the potential for it to help people.

Our employees create a highly energized, team-oriented work environment. We are an employer committed to supporting the aspirations and achievements of our employees and offer our employees a comprehensive, competitive program of benefits and a corporate culture based on core values of daring, passionate and platinum.

***Affymetrix is an affirmative action/equal opportunity employer. We do not discriminate based on race, gender, veteran status, disability or other protected status. Our commitment to a diverse workforce is demonstrated through all aspects of our hiring and employment practices.

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