Customer Support Consultant/ Order Management - speaking nat

PRIMARY DUTIES AND RESPONSIBILITIES:   Provide quality customer support by answering routine and non-routine questions posed by both internal and external customers through inbound telephone calls and / or in writing, fax or electronic mail formats. Provide follow-up support to customers through scheduled outbound calls. Process orders, facilitate the locating and distribution of lab samples (contact with couriers who deliver to the lab), answer accounts receivable questions for external and internal customers. Responsible for making sure that customer account profile information is accurate in the system, and making appropriate corrections to individual incidents or the customer profile. If not able to resolve problems, gather essential problem information and escalate issue to customer service supervisor. Implement and update excel sheet on order entry, picking, delivery, and shipping errors on a weekly basis. Identify opportunities to contact customers. Discuss the services; inform of promotions and other products available by the Labs. Conducts and assists in the investigation of customer complaints regarding product availability, packaging, and delivered conditions of products. Assist and be available to customers, and deal with key accounts proactively. Work within all Standard Operating Procedures (SOP’s) and policies of the Global Support Center at the company, and work proactively on customer, team or department issues to understand, quantify, recommend solutions, and, after approval, implement. Routine contacts with the lab and sales reps. regarding any issues, customer profile, orders placed, and other customer service issues. Partner with internal employee customers to include technical support and other departments as required, and work with the team and/or customers on any customer satisfaction issues. Proactively work to improve processes, and work proactively on process improvement and potential efficiency gains. Supports team phone and service level goals and provide management with departmental metrics. Additional duties and assignments as requested by your supervisor which may include tasks to satisfy customer requests and other supervisor or team special activities as required.