Customer Service Representative I
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. 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. Provides frontline Customer level support for general inquiries (eg, order status, price, backorders, product availability) via phone, fax, email, etc. One call resolution where possible. Transfer to appropriate expert or team when needed. 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. Typically processes and manages standard orders under $10,000 under general supervision. Support may be requested for more complex orders as assigned. Process and manage electronic orders (eg, ECAT, Intramalls, GSA Advantage, DAPA, GSS web orders, GSS online orders, Some DOE automated eCommerce orders) as assigned. Provides frontline support on direct Sales team and general 800# phone lines. Expected to meet or exceed defined service levels (eg, pick up within 3 rings or less >85%, abandoned calls <5%). Identify material cross-reference opportunities to meet delivery requirements and to satisfy GSS margin guidelines. Identifies new product requirements and a potential need for a new source of supply or special price quotations based on a customer request. Coordinates next steps with AS, AM, Sales as directed by Supervisor. Communicate with Suppliers to confirm pricing and product availability, as needed. Provide general communication to Customers regarding updates to open orders, backorders, returns, complaints, etc. Supplies documentation such as quote, order confirmation, shipment confirmation, invoice, as needed. Performs other related duties as assigned. Required Knowledge, Skills, and Abilities: Good verbal and written skills. Good interpersonal and communication skills. Ability to handle multiple priorities under time-critical constraints. Must be able to work independently as well as a part of a team. Proficiency with office software, ie, Outlook, Word, Excel. ERP experience a plus Required Education and Experience: High school diploma or equivalent. Minimum of one to three years' experience in customer service. Or equivalent combination of education and experience. Preferred Qualifications: Associate degree in business or science related field. Proficiency with computers and their applications. Core Competencies: Work Standards: Sets and maintains high standards. Pays close attention to detail, accuracy, and completeness. Shows concern for all aspects of the job. Teamwork: Interacts with people effectively both internally and externally. Co-operates within group and across groups. Support group decisions. Reliability: Takes personal responsibility for job performance. Completes work in a timely fashion. Motivation: Displays energy and enthusiasm in approaching the job. Commits to putting in additional effort. Integrity: Adheres to organizational policies and procedures. Communication: Expresses ideas effectively. Organizes and delivers information appropriately. Listens effectively. Ability to take tasks to completion under general supervision. Demonstrates familiarity with products and with basic understanding of GSS product offerings. Position Type: This is a full-time position. Work Authorization: Must be eligible to work in the United States. Physical Demands: While performing the duties of this job, the employee is regularly required to talk or hear. This is largely a sedentary role; however, some filing is required. This would require the ability to lift files, open filing cabinets and bend or stand on a stool as necessary. Other Duties : Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice. AAP/EEO Statement: Government Scientific Source ("GSS") is a covered federal contractor or subcontractor subject to the requirements of the Vietnam Era Veterans Readjustment Assistance Act (VEVRAA), as amended, and Section 503 of the Rehabilitation Act of 1973, as amended. As such, GSS is bound by the terms of VEVRAA and Section 503, and shall not discriminate against individuals with disabilities, and is committed to take affirmative action to employ and advance in employment protected veterans and individuals with disabilities. It is the policy of Government Scientific Source ("GSS") to provide equal employment opportunity (EEO) to all persons for employment regardless of race, color, religion, sex, national origin, age, disability, veteran status or any other characteristic protected by law. As a federal contractor, GSS is required to comply with guidance issued by the Safer Federal Workforce Task Force which mandates that covered contractor employees be fully vaccinated by December 8, 2021. GSS offers excellent benefits including health insurance, FSA/DCA, 100% company paid life and disability insurance, 401(k), profit sharing, PTO, tuition reimbursement and more!