Customer Service Rep III

Customer Service Rep III (Bi-lingual English/Spanish a plus)

Abcam is a rapidly growing business, specializing in the production and sale of antibodies and related products. We are a web-based business, with offices in Cambridge, UK, Cambridge, USA, Tokyo, Japan and Hong Kong, China.

We are currently looking for a Customer Service Representative III that can join our team. This successful candidate will have Customer Service (CS) experience with the ability to answer a majority of the CS calls/enquiries, one on one(s) with team staff members, field questions from staff, develop/motivate their staff, work with Marketing on leads, ensure all Abcam staff is trained.

Job Purpose: The Customer Service Rep III position will be a part of line management in Customer Service to ensure a smooth day to day operation of the CS team.

Job Responsibilities:

Line Management responsibilities with up to 5 Customer Service Reps reporting to this position

Ensures that the Training Guide and CS Manual are up to date

Answers the majority of emailed CS enquiries along with CS calls

Answers Technical Support (TS) calls

Assigns schedules to CS and TS

First point of contact for staff (CS related questions from staff)

Ability to report and analyze Call Center statistics daily

Possibly become a future Committee Member (staff forum, Public Website, Health & Safety)

Assume extra responsibility when CS Manager is out

Reporting responsibilities

Monitor calls to ensure quality and accuracy and to determine training needs.

Accept “Supervisor Calls” on customer service issues.

Meet weekly with Customer Service Manager to discuss issues and make recommendations for process improvements

Summary of Job Requirements:

Minimum of 3 years of experience in CS coupled with exceeding expectations during your performance appraisals

MS Excel experience is a must

Bi-lingual experience with Spanish to assist some of our Central & South American customers is a plus

Must have prior supervisory experience in a call center environment.

Must have excellent communications skills both with staff and customers.

Must have superior problem solving skills.

Ability to handle multiple tasks and meet tight deadlines.

Our culture is one that empowers individuals, with responsibility given at an early stage. We place great emphasis on knowledge and experience. The working environment is fun but intense, with everybody working together as a team to deliver great service and the best products to our customers. In addition to competitive salaries we can offer an attractive flexible benefits package which includes a profit-share scheme, share options along with generous vacation time, health/dental insurance and a great 401k plan matching program.

To apply please go to www.abcam.com/careers too upload your resume and cover letter.

Location: Cambridge, MA - Kendall Sq
Principals only. Recruiters, please don't contact this job poster.
Please, no phone calls about this job!
Please do not contact job poster about other services, products or commercial interests.

Customer Service Rep III (Cambridge, MA - Kendall Sq)