What are the responsibilities and job description for the Technical Customer Service Process Clerk position at CEM Corporation?
CEM Corporation is a leading global provider of solutions for critical laboratory application in analytical laboratory, chemical synthesis, biotechnology, environmental testing, and food processing markets. As a worldwide leader in laboratory instrumentation and chemical solutions, the company was founded in 1978 and has nearly 200 patents and over 10 R&D 100 awards for its microwave-based products. CEM's headquarters is located in Matthews, NC and operates subsidiaries in the United Kingdom, France, Germany, Ireland, Italy, India, Japan, and Singapore.
CEM Corporation (Matthews, NC) is seeking a Technical Customer Service Processing Clerk with experience handling high volumes of incoming calls. In this role, the clerk will support customers by coordinating service calls with our technicians and processing orders for both internal and external clients. Additionally, this position is responsible for tracking shipments to ensure timely delivery of parts.
Responsibilities
Technical Customer Service Process Clerk Responsibilities Include but not limited to:
Qualifications:
CEM Corporation (Matthews, NC) is seeking a Technical Customer Service Processing Clerk with experience handling high volumes of incoming calls. In this role, the clerk will support customers by coordinating service calls with our technicians and processing orders for both internal and external clients. Additionally, this position is responsible for tracking shipments to ensure timely delivery of parts.
Responsibilities
Technical Customer Service Process Clerk Responsibilities Include but not limited to:
- Answer and route high-volume incoming phone calls in a timely and professional manner
- Maintain strong customer relationships by addressing inquiries and concerns with efficiency and professionalism
- Process customer purchase orders and field service work orders accurately
- Respond to customer service inquiries via phone and email
- Perform routine inventory control tasks, including transferring inventory between warehouses
- Handle inventory returns and ensures proper documentation
- Coordinate part shipments and/or dispatch field service technicians as needed
- Provide regular inventory status updates to field personnel
- Complete Return Material Authorization (RMA) requests
- Follow up with customers after service visits or equipment returns to ensure satisfaction with repairs
- Provide front desk receptionist coverage as needed
- Perform other duties as assigned by management
Qualifications:
- Experience in a high-volume call center or customer service environment
- Ability to multitask effectively in a fast-paced setting
- Strong customer service and interpersonal skills
- Proficient in Microsoft Office Suites (outlook, Word, Excel)
- Excellent verbal and written communication skills
- Accurate and efficient data entry skills
- Familiarity with IBM PC systems; ability to type 40-45 words per minute
- Strong organizational and problem-solving skills
- Basic knowledge of accounting is a plus