Commercial Excellence Rep 1 - Customer Service
Overview
You will own customer transactions and issue resolution for MilliporeSigma's life science clients, processing orders and troubleshooting at a volume of 50+ daily interactions. You will work with Oracle and PC applications to maintain account data and handle credit or rebill requests. The role sits in a Boston-based team supporting global sales channels. Your ability to resolve problems in real time sets this position apart from standard call center work.
What You'll Do10
- 1Process customer orders and quotations received via phone, email, and EDI within Oracle and other systems.
- 2Resolve order, shipment, and delivery issues by investigating root causes and coordinating with logistics.
- 3Maintain customer account information, including pricing, contacts, and shipping preferences, in Oracle.
- 4Handle lost or damaged orders by processing claims and arranging replacements or credits.
- 5Manage non-product complaints and escalate to quality teams when needed.
- 6Process credit and rebill requests, ensuring accuracy per MilliporeSigma guidelines.
- 7Communicate with customers via phone and email to confirm order details and resolve inquiries.
- 8Collaborate with sales representatives to align on customer needs and account updates.
- 9Document all interactions in CRM tools to track resolution progress and trends.
- 10Support new hires by sharing best practices for order entry and issue avoidance.
Requirements10
- 1High School Diploma or GED
- 21+ years of customer service experience in any industry
- 3Associate Degree or higher preferred
- 4Knowledge of Oracle system and PC applications
- 5Strong interpersonal communication and written skills
- 6Proactive problem-solving skills and ability to multitask
- 7Excellent listening and telephone communication skills
- 8Highly motivated and organized with attention to prioritizing tasks
- 9Ability to meet the challenges of a fast-paced environment while maintaining professionalism
- 10Strong knowledge of Millipore's organizational structure, business practices, and customer base preferred
Salary Insight
$44 - $69k per year
Location
Required Skills
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