Cambridge Technologies Position Guidelines

JOB TITLE

Customer Service Representative

CLASSIFICATION

Non-Exempt

DEPARTMENT

Customer Service

DATE REVISED

10/2/2024 SUMMARY This position provides a high level of customer service and will be the first line of customer contact. Customer Service Representative will ensure customer satisfaction with timely, efficient, and accurate service.

ACCOUNTABILITIES

Reports to:

Inside Sales Manager Supervises:

Has no supervisory responsibilities

ESSENTIAL DUTIES & RESPONSIBILITIES

Responsible for answering the telephone in a timely and friendly manner. Responsible for assisting both external and internal customers with various requests. Ensure records and documents for diagnostic results, autogenous orders, are properly filled out and maintained. Assist in a variety of clerical assignments as required. Maintain diagnostic database. Ensure accuracy of customer data in system. Inbound calls to communicate inventory status to solicit reorders. Make outbound calls to select customer accounts to move inventory products. Make outbound calls to select customer accounts to maintain inventory levels. Assist in servicing and establishing new customer accounts. Email daily diagnostic lab results to customers. Process diagnostic lab billing. Email product invoices. Update customer product profiles with order details. Generate diagnostic sequencing request.

QUALIFICATIONS

Minimum of five years of related experience. Proficient in Microsoft Office

LANGUAGE SKILLS

Requires good verbal and written skills, attention to detail and multiple task management.

MATHEMATICAL SKILLS

Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals. Ability to compute rate, ratio, and percent and to draw and interpret bar graphs.

REASONING ABILITY

Ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form. Ability to deal with problems involving several concrete variables in standardized situations. Ability to communicate with members of each various departments.

PHYSICAL DEMANDS

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this Job, the employee is regularly required to stand; walk; use hands to finger, handle, or feel; reach with hands and arms and talk or hear. The employee is frequently required to stoop, kneel, crouch, or crawl. The employee may be required to lift and/or move up to 25 pounds. Specific vision abilities required by this job include close vision.

WORK ENVIRONMENT

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee regularly works an 8-hour day in an office setting. The noise level in the work environment is typically low.