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Customer Service Representative I

Vector Laboratories
Job Location
30 Ingold Road
Burlingame, CA 94010
United States
Job Description

Vector Laboratories is seeking a Customer Service Representative I to join their team.  This role is responsible for acting as a liaison between customers and Vector Laboratories. Accurately process customer orders via email, phone, and fax via NetSuite MRP system.  Answer phones, provide product/services information, escalate emerging problems that customers might face with accuracy and efficiency, along with miscellaneous office tasks. Responsibilities include:


  • Respond to incoming customer inquiries
  • Process email, phone, and fax orders into the NetSuite MRP system
  • Correspond with customers via email and phone
  • Provide world class customer service; follow-up with clients as appropriate
  • Ensure customer satisfaction via active listening; handle complaints with tact, diplomacy
  • Inform management chain of complaints, issues, etc. with product(s) or service
  • Promote Vector products through special offers, cross selling, and/or upselling as appropriate
  • Process refunds, exchanges, and/or credits
  • Process Bulk Orders under direction of CS management
  • Follow SOPs, along with directions from Manager
  • Suggest departmental efficiencies
  • Various miscellaneous office tasks
  • Other duties as assigned 


Job Qualifications:


  • Associates Degree/equivalent & 2+ years of experience post High School
  • Excellent writing & English communication skills, both in person & over the phone.
  • Ability to work in a team environment
  • Computer data entry skills, along with MS Office Suite (Outlook, Word, Excel) skills
  • Familiarity with NetSuite system preferred
  • Life Sciences experience preferred
  • Ability to navigate a multi-line phone system
  • Ability to follow communication procedures, guidelines and policies
  • Ability to read and follow written instructions
  • Ability to multi-task
  • Ability to work with diverse personalities
  • Strong organizational skills



Vector Laboratories offers a competitive salary and benefits package.

Vector Laboratories is an EEO Employer.


About Our Organization

Vector Laboratories is a leading manufacturer of quality labeling and detection reagents for immunohistochemistry, immunofluorescence, DNA/RNA and glycobiology. For more than 40 years, Vector Labs has provided essential tools for biomedical research enabling precise visualization of tissues and cells.