Job Description

About the Company - Reagents, a TCP Analytical Company, is a leading manufacturer and distributor of specialty chemicals, reagents, and analytical testing solutions for over 50 years is looking for a Customer Service Representative at our location in Charlotte, North Carolina .

About the Role - The Customer Service Representative is the front-line contact for customers, providing assistance, resolving issues, and ensuring a positive experience. This role is crucial in maintaining customer satisfaction, fostering loyalty, and addressing inquiries in a timely and efficient manner. The Customer Service team plays a vital part in representing the company’s values and maintaining strong relationships with clients.

Responsibilities

• Serve as the first point of contact to assist with customer inquiries and complaints via telephone and email
• Provide information about the products and services, pricing, order status, billing, returns, and credits
• Troubleshoot and resolve product issues and concerns
• Document and update customer records based on interactions
• Develop and maintain a knowledge base of the evolving products and services
• Ensure accurate and timely distributor order processing
• Confirming pricing, item number/description, and quantities are correct
• Ability to research issues independently to determine root cause and corrective action needed
• Demonstrate follow-up action with customers, distributors, sales force, and end users
• Provide continuous and responsive support to the sales force
• Ability to work with other departments such as Shipping, Production, Purchasing, and Technical Service
• Shared reception responsibilities
• Data Entry/ processing of orders
• Other duties as assigned

Qualifications

• Education: High School Diploma or equivalent.
• Experience: Minimum of three years’ related experience in customer service, inside sales support, or related fields; (experience in the retail field is not applicable)

Required Skills

• Strong interpersonal and communication skills, written and verbal
• Must have strong ability to prioritize, multitask, and problem solve
• Adaptability to work efficiently and effectively daily under pressure in a fast-paced environment
• Ability to build rapport with clients/customers
• Proficiency in Microsoft 365
• Positive and professional demeanor
• Must be able to work 5 days a week (M-F), 8 am-5 pm in the office

Equal Opportunity Statement - Reagents is proud to be an equal opportunity employer. EEO Statement - We are an Equal Employment. We do not discriminate in hiring on the basis of sex, gender identity, sexual orientation, race, color, religious creed, national origin, physical or mental disability, protected Veteran status, or any other characteristic protected by federal, state/province, or local law.

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