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Blacksburg, VA
This is a Careers Position
Customer Service Representative
TechLab, Inc. develops, manufactures, and distributes medical diagnostic tests. This company places emphasis on science and collaboration with Universities.
We are looking to add a Customer Service Representative to our team.
An employee in this position can expect to perform the following duties:
• Process, allocate, and deliver US orders and manage requests by customers and distribution partners; ensure that all orders are processed daily, and appropriate follow-up information is provided in a timely manner (i.e. tracking numbers)
• Process, allocate, and deliver international orders
o Interact with distributors and their agents (i.e. freight forwarders), external parties (i.e. Chamber of Commerce) and other internal team members to secure required paperwork and signatures as required by each individual country
o Ensure that all orders are processed daily, and appropriate follow-up information is provided in a timely manner (i.e. weights and dimensions, proforma invoices, commercial invoices, COA, packing lists, tracking numbers, etc.)
• Professionally handle customer inquiries by phone and email, identifying and escalating priority issues to management and/or other departments
o Identify customer needs/questions, clarify information, and provide solutions and/or alternatives, engaging with other teams as necessary
o Resolve account collection issues, escalating to management and/or finance as necessary
o Keep customer accounts current by updating databases during and after calls or emails
• Follow all documented processes and workflows to enhance the customer experience and build sustainable relationships; review, update, and create procedures as necessary
• Act as a customer advocate throughout the organization in communication with other teams
• Onsite position in Blacksburg, Virginia
Minimum Qualifications
• Associate degree or equivalent
• High School Diploma or Equivalent + 3 years of customer service experience
Preferred Qualifications
• Experience with Sage X3
• Excellent communication skills, competency in a foreign language is desirable
• Demonstrated computer competency
• Detail oriented with the ability to maintain a high degree of confidentiality
• Schedule flexibility
Interested candidates should send a resume to careers@techlab.com
Blacksburg, Virginia & Radford, Virginia EOE