Customer Service Representative II – Customer Experience

Job Title

Customer Service Representative II – Customer Experience

Location(s)

San Diego - BioLegend

About Us

Revvity is a developer and provider of end-to-end solutions designed to help scientists, researchers, and clinicians solve the world’s greatest health challenges. We pair the enthusiasm of an industry disruptor with the experience of a longtime leader. Our diverse team of 11,000+ colleagues from around the globe are vital to our success and the reason we’re able to push boundaries in pursuit of better human health.

Find your future at Revvity 

What does science and service mean to you? For our Customer Care Team, it is a chance to be a part of legendary discoveries – from research to cure. Our team recognizes that with each customer served and each order processed, we are making a difference. Being a part of BioLegend (a division off Revvity, Inc.) Customer Service Team means being at the forefront, showcasing legendary service and translating our culture into tangible results for our customers.

On our team, you can expect a dynamic and fast-paced atmosphere. You will be a part of an inclusive and collaborative environment where peers from all different walks of life come together with one common goal – providing our customers with Legendary service. At BioLegend (a division of Revvity, Inc), you will enjoy the perks of a state-of-the-art campus including outdoor yoga classes, fitness center, wellness rooms, a Café with a variety of hot and cold meals, a buffet, and more!

Essential Functions

The Customer Experience Team is looking for innovative and empathetic critical thinkers who have the desire to cultivate customer relationships. We are looking for someone to perform these job duties and who looks at how we can improve them.

• Be an advocate for the customer – bring the voice of the customer and utilize critical thinking when collaborating with other stakeholders to drive for a timely resolution
• Provide exceptional quality interactions with customers on email and phone communications, using problem solving to efficiently address customer concerns and to resolve unique or complex issues.
• Deliver a proactive outreach to address non-technical inquiries regarding delivery information of current and previous shipments, status of their orders, invoices.
• Be an agent of change – updating user guides, problem-solving and implementing process improvements
• Support customers with urgent orders by entering them into the Enterprise Resource Planning (ERP) database system, checking product lot information, product availability, and any other customer specifications on order fulfillment.
• Participate in our daily department meetings, owning metrics and providing thoughtful insight and solutions to challenges
• Other projects or responsibilities as may be required.

Minimum Qualifications – Education and Experience

• 2-4 years applicable Customer Service experience
• 2-4 years order processing or data entry

Preferred Qualifications – Education and Experience

• Bachelor’s Degree
• Knowledge of Enterprise Resources Planning (ERP) systems
• Knowledge of Customer Relationship (CRM) systems
• Experience entering high volume of data or orders (100-150 daily)
• Experience with EDI order processing
• Proficiency with 10-key
• Strong computer skills, including knowledge of MS Office programs
• Proven excellent verbal/written communication
• A desire to enact change and strive for innovation
• Strong attention to detail – accuracy is essential
• Desire to work in a dynamic, fast-paced environment
• Proven track record of de-escalating customer issues with sympathy and empathy

The base salary range for this full-time position is $