Customer Service Representative

Government Scientific Source Inc, GSS
Reston, VA
Apr 11, 2021
May 11, 2021
Full Time
Customer Service Representative Government Scientific Source, Inc. (GSS), a leading distributor of lab equipment to the Federal Government is seeking a well-rounded Customer Service Representative. This position is located in our Reston, Virginia office. Summary: The Customer Service Representative will provide friendly support to GSS customers in a prompt and professional manner. The incumbent will be proficient in the quote-to-cash process to effectively support Customer needs. The Customer Service Representative will actively support and comply with all GSS corporate initiatives, policies, and procedures. Essential Functions: Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. 1. Provide frontline support to general customer accounts. Assists Account Managers & Account Specialists as needed. May be assigned lower-level account responsibility as directed by CS Supervisor. 2. Provides frontline Customer level support for general inquiries (e.g., order status, price, backorders, product availability) via phone, fax, email, etc. One call resolution where possible. Transfer to appropriate expert or team when needed. 3. Processes requests for quotations (RFQ's) by typically generating standard quotes with easy complexity, under $10,000 under general supervision. Support may be requested for more complex quotes as assigned. 4. Typically processes and manages standard orders under $10,000 under general supervision. Support may be requested for more complex orders as assigned. 5. Process and manage electronic orders (e.g., ECAT, Intramalls, GSA Advantage, DAPA, GSS web orders, GSS online orders, Some DOE automated eCommerce orders) as assigned. 6. Provides frontline support on direct Sales team and general 800# phone lines. Expected to meet or exceed defined service levels (e.g., pick up within 3 rings or less >85%, abandoned calls

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