Customer Service Support Specialist

Purpose of Role / Job Summary

 This position provides excellent internal account management to existing accounts in North America and international intercompany customers. Key responsibilities include: Evaluate and input billing daily. Verify Pricing.

• Able to effectively communicate verbally and in writing at a high level of sophistication with customers and cross functional support groups
• Excellent computer, keyboarding and data entry skills including proficiency with: JDE, Workday, Teams, InContact
• Intermediate level of proficiency with Excel, PowerPoint, Word, and Outlook
• Ability to manage multiple computer screens while communicating by phone or email with internal customers
• Knowledge of production within Research Models and Services
• Models and Locations
• Products and Services
• Ability to attain competency level 2 or higher in the following:
• Customer Master review and knowledge
• Customer Restrictions review
• View Customer Route
• View Special Pricing
• Dedicated to the humane and ethical care of research animals
• Motivated, positive, can-do attitude with significant focus on meeting customer needs
• Proven high-level mental organization and time management skills
• Demonstrated attention to detail to correctly process shipping and billing locations, delivery dates, and specific customer requirements
• Ability to process large volumes of information and prioritize duties under extremely busy conditions
• Ability to de-escalate a situation calmly, tactfully, and with diplomacy with an excellent, positive attitude toward customer service
• Ability to maintain a calm demeanor when under stress
• Ability to share knowledge with others in a professional manner
• Able to be approached by co-workers for assistance
• Respectful of others even if they do not share your skill’s/knowledge/job role
• Able to connect with customers, co-workers, and support groups so they prefer to do business with you
• Able to recognize and address areas for improvement to strengthen your performance and position.
• Ability to limit non-productive activities to stay focused on work even when unsupervised
• Willing to go the extra mile for a customer even if you are inconvenienced
• Ability to not let circumstances either personal or professional affect your productivity and relatability at work

• Accurate and prompt completion of all billing and credit orders
• Less than .1% error rate on order entry and processing of all invoices, credits and rebills
• Reasonable response time or acknowledgement of email request based on guidelines set by supervisors/managers
• Initiate credit/ rebill requests within 48 hours or less based on severity of issue
• Provide high level of professional service to exceed expectations of our customers (Customer Survey feedback – very satisfied)
• Hybrid Role
• Other special projects and duties as assigned

Minimum Requirements

Education & Experience

High School Diploma

Minimum of 1 year of relevant experience.

Skills & Abilities

• Excellent computer, keyboarding and data entry skills.
• Demonstrated attention to detail
• Excellent verbal and written communication skills
• Works as a team player

• Extended computer and display screen usage.
• Ability to read, interpret materials, and communicate effectively.

Critical Success Factors                                                                                 

• Results Driven. Internal drive toward action to efficiently, timely, and accurately achieve results. Sets high but achievable standards for self and others. Seeks opportunities to improve process and outcomes. Constantly reviews performance to identify areas to develop.
• Efficient.   Take responsibility for own time and effectiveness.  Identifies what needs to be done and does it before being asked or before the situation requires it.  Able to work things out without having to be shown too often. Seeks opportunities to contribute appropriately without direction. 
• Communication.   Able to communicate information and ideas clearly and articulately both in oral and written form. Uses appropriate language, style and methods depending on audience and the purpose of communication. Able to convey complex information clearly. Anticipate the information that others will need. Expresses ideas effectively.  Practices attentively and active listening.
• Collaboration.  Actively supports and contributes to the success of the team. Actively encourages and practices collaboration and cooperation on the team.  Share information and supports other team members. Can get things done with and through others and set realistic objectives. Seeks opportunities to develop others.
• Critical Thinking and Problem Solving. Able to identify and separate out the key components of problems and situations. Able to manipulate and interpret information from a range of sources to spot patterns and trends in information and to deduce cause and effect from this. Can generate a range of creative solutions, evaluate, and choose the most appropriate option
• Organization and time Management.  Plans and prioritizes work, manages appropriate time to meet deadlines, follows up with others to ensure one’s own work and commitments are completed on time, deals with pressure and deadlines through good planning. 

*This position could be offered at different levels for candidates who qualify with a combination of advanced levels of education and/or years of experience.  The salary range will adjust along with the level of the role to match the person’s relevant experience and/or education level.

At Inotiv, our work helps advance the development of new medicines and therapies that can improve people's lives. As a leading global contract research organization (CRO), we partner with researchers to tackle complex scientific challenges, drive innovation, and help build a healthier, safer world. Bringing together scientists, researchers, technical experts, and business professionals, we provide the expertise and collaboration needed to move research forward. Our people make this work possible, and we value the knowledge, ideas, and contributions each person brings to the team. Whether you are starting your career or bringing years of experience, Inotiv offers opportunities to learn, grow, and play a meaningful role in advancing treatments for patients around the world.

Salary will be commensurate with experience and responsibilities. Benefits include health and dental coverage, short- and long-term disability, paid time off, paid parental leave, 401K, and more!

Inotiv is an Equal Opportunity Employer. It is our policy to provide a fair and equal employment opportunity to all persons, regardless of age, race, color, religion, sex, gender, gender identity, gender expression, sexual orientation, genetic information, disability, national origin, veteran status, or any other basis prohibited by law. This policy governs all aspects of employment, including selection, job assignment, compensation, discipline, termination and access to benefits and training.