Aerotek Customer Service Representative in Indianapolis, Indiana
Bachelor Degree REQUIRED
Resource will be supporting the Service Coordination Center as a CSR. This position has responsibility for part ordering, case creation and dispatching of field personnel. Handles customer service inquiries and problems via telephone. May respond to email inquiries. Customer service is the primary function. Calls are predominantly routine, but may require deviation from standard screens, scripts, and procedures. Uses computerized system for tracking, information gathering, and or troubleshooting. Requires general knowledge of the organization, products, and or services. May assess needs and suggest alternative products or services. Requires ability to navigate a computerized data entry system or other relevant applications. Interfaces with external and internal customers on routine issues and inquiries. Knows and applies the fundamental concepts and tasks of specific area. Responds to customer inquiries (internal and external). May research information in order to follow up with inquiries. Work is generally routine in nature but may involve some non-routine issues. Some evaluation, originality or ingenuity is required. Responsible for maintaining and continuously improving the quality system and achieving quality objectives through daily actions.
Customer Service, order fulfillment, microsoft office, account management
Additional Skills & Qualifications:
The team consists of 3 supervisors that report to her and then 10-15 CSR’s under each supervisor. Duties include order entry, phone service – answering incoming calls. Looking for someone with a customer first mentality so looking for someone that has customer service . Inputting Email/fax orders received. Prioritizing shipment dates, expediting orders when needed. Some orders are pre-determined scheduled orders but others are one-off orders as well. Level of troubleshooting involved, so needs to be able to collaborate and work with other departments. Understanding of a sense of urgency when are outside of norms. Needs to be computer savvy.
What are the orders for? Instruments at customers so orders are for reagents that go into instruments. Can be a high touch process for that order entry.
Most calls are routine but of the ones that deviate, do you have an example? 95% of volume is around the same type of ask, but others may be for an expedite request
How many calls on average? 30-50/day, email/fax volume depends on details involved
Do they need to have a certain typing speed? No, but need to be able to maneuver through multiple systems at the same time for a phone call. Use google for email and a lot of the tools they share across the team.
Initial phone screen followed by SKYPE
Is there a particular that has been more successful than others? Most important is that they are in transformation in dept so looking for someone that can drive process improvements and automation – can think outside the box and be a good partner to the customer
We know that a company's success starts with its employees. We also know that an individual's success starts with the right career opportunity. As a Best of Staffing® Client and Talent leader, Aerotek's people-focused approach yields competitive advantage for our clients and rewarding careers for our contract employees. Since 1983, Aerotek has grown to become a leader in recruiting and staffing services. With more than 250 non-franchised offices, Aerotek's 8,000 internal employees serve more than 300,000 contract employees and 18,000 clients every year. Aerotek is an Allegis Group company, the global leader in talent solutions. Learn more at Aerotek.com.
The company is an equal opportunity employer and will consider all applications without regards to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.
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