Customer Service Representative

Cryoport · Ball Ground

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MVE Biological Solutions is the leading global manufacturer of vacuum insulated products and cryogenic systems. More than 50 years ago, they  set the standard for storage of biological materials at low temperatures. Today, they continue to exceed these standards. Industries from around the world look to MVE for excellence and innovation. Their solutions empower industries to better utilize cryogenic technology. In this manner, MVE continues to make a vital contribution in today’s biomedical life sciences industry.

Position Summary

The Customer Service Representative serves as the primary liaison between customers and MVE, delivering exceptional service and support to both external and internal customers. This role is responsible for accurately processing orders, responding to product and service inquiries, resolving customer concerns, and ensuring a positive customer experience through effective communication, problem-solving, and collaboration across departments.

Primary Responsibilities

• Respond to customer communications received via phone, email, and other channels.
• Identify customer needs and provide timely, accurate, and effective solutions.
• Process and manage customer orders from receipt through completion.
• Provide customers with information regarding products, pricing, promotions, and services.
• Investigate, document, and resolve customer complaints and service issues.
• Complete and maintain customer account documentation as required.
• Review and authorize product returns in accordance with company policies.
• Maintain accurate customer records within company business systems.
• Document all customer interactions and transactions.
• Communicate policy or process changes affecting customers.
• Collaborate with Customer Service Management and cross-functional teams to deliver exceptional customer experiences.
• Contribute to team objectives and support departmental initiatives as needed.
• Meet established performance, quality, and development goals.
• Follow departmental procedures, work instructions, and approved scripts when applicable.
• Participate in ongoing training and professional development activities.
• Perform other duties as assigned.

Competencies & Personal Attributes

Customer Focus

• Demonstrates a strong commitment to delivering exceptional customer experiences.
• Builds customer trust and loyalty through responsiveness and professionalism.

Communication & Collaboration

• Excellent verbal and written communication skills.
• Professional, clear and courteous verbal communication skills
• Builds effective relationships across departments and with customers.
• Works collaboratively while maintaining accountability for results.

Organization & Problem Solving

• Strong organizational, time-management, and prioritization skills.
• Excellent attention to detail and documentation practices.
• Ability to analyze issues, identify solutions, and make sound decisions.
• Comfortable managing multiple priorities in a fast-paced environment.

Accountability & Professionalism

• Takes ownership of responsibilities and outcomes.
• Maintains confidentiality and exercises sound judgment.
• Demonstrates integrity, ethics, and a strong work ethic.
• Embraces continuous learning and professional development.
• Supports and promotes MVE's mission, vision, values, and culture.

Qualifications & Education

• High School Diploma or equivalent.

• Minimum of 5 years of experience in:

Customer Service

• Call Center Operations
• Phone Support
• Sales Support
• Service Support
• Sales Administration
• Proficiency with Microsoft Office applications, including:
  • Outlook
  • Word
  • Excel
  • Strong typing, spelling, and grammar skills.

Preferred

• Some college coursework or relevant customer service certifications.

• Experience with order processing or ERP systems.
• Experience working in a manufacturing or distribution environment.
• PowerPoint proficiency.

Preferred Skills

• Experience with JD Edwards (JDE).
• Spanish language proficiency.
• Experience supporting B2B customers.
• Knowledge of order management and fulfillment processes.

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