1-3 years of experience
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Employment Type:
Full time
Job Category:
Customer Service
Customer Service Representative
(This job is no longer available)
Jackson Laboratory | Bar Harbor, ME
Grad Date

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Job Description


The Jackson Laboratory currently has full time opportunities in their Customer Service Department for Customer Service Representatives, and these positions can be based out of Sacramento, CA, Bar Harbor, ME, or Farmington, CT. This role serves as the customer advocate while providing exceptional support service by timely responding to communications from customers concerning orders, product availability and relaying prices of JAX® Mice and related products as well as accurately entering orders into our order processing system. Requirements also include outbound calling initiatives and efficiently resolving customer concerns and demonstration of excellent problem solving skills. Candidates must be self-starters with a high level of initiative with the ability to multi-task effectively. They must have strong interpersonal and teamwork skills with a positive "can do" attitude and customer-centric outlook. The standard work schedule for this position will be scheduled for 40 hours, Monday through Friday, between the core hours of 8am-5pm in California and 6am-6pm in Connecticut/Maine, but is subject to change based on business needs.


Provide a world class customer experience while supporting JMS and Repository initiatives and revenue goals

* Solicit, accept, and process orders for JAX Mice and services supported through customer service. Includes providing accurate price and availability information and accurate data entry and appropriate order scheduling
* Demonstrate personal success in reducing/eliminating errors to minimize customer complaints and credits and supporting team members to do so as well.
* Serve as dedicated representative for assigned and strategic accounts
* Demonstrate clear, professional, excellent written and oral communications
* Support customers during the ordering process by listening and questioning to understand their needs then using that understanding to guide customers toward placing orders which best meet their needs in terms of products, services, delivery dates, grams (volume pricing, etc.) and proactively use this knowledge to support customers and grow revenue.
* Identify and effectively use opportunities to best support customers, especially assigned dedicated accounts with proactive, personalized service
* Remain current in understanding of JAX Mice health monitoring, husbandry practices, genetic quality monitoring, packing and shipping to effectively support customer requests and promote JAX Mice.
* Demonstrate effective participation in proactive selling initiatives to support revenue growth by sharing information about new, alternative mouse strains, products and services (e.g. cross-selling, up-selling or sharing information about special price offers, price changes, and strain, product and service bundling opportunities, etc.)
* Demonstrate effective outbound calling communication skills
* Demonstrate effective coordination of complex and non-standard orders
* Taking initiative to improve processes and practices and support teammates and customers

Maximize use of available mouse and product inventory when processing orders in a manner which optimizes supply.

* Demonstrate success in interpreting and using stock status information to optimize use of inventory
* Provide management with feedback on overall adequacy of inventory supply as compared to customer demand. Includes effective use of processes for notifying management for individual orders with inventory challenges as well as communicate trends and opportunities for improvement in inventory supply and demand.

Demonstrate commitment to creating a high-performance culture and positive work environment.

* Demonstrate commitment to continuous improvement leading to a world class customer experience
* Demonstrate a positive attitude and courteous, professional behavior toward all customers and work colleagues.
* Embrace change and positively influencing co-workers and customers to do so, including changes in process, personnel, products, services, inventory, etc.)
* Demonstrate strong commitment to a proactive, solution driven approach to problem solving
* Embrace leadership opportunities
* Support, coach, and mentor teammates as opportunities arise
* Receive and apply coaching and feedback with openness
* Demonstrate teamwork and a one-team attitude on a daily basis and when interacting with all work colleagues
* Meet assigned deadlines and inform management ahead of time when unable to do so.

Demonstrate effective use of JAX databases and resources including but not limited to the following…

* JAX Strain database
* Order processing software
* Cryo database
* Customer /account information databases
* Microsoft desktop software applications
* Email applications

Other duties as assigned including but not limited to the following…

* Serve on cross-functional teams representing the perspective of the customers
* Routinely support specialized project work (e.g., new account set up, review of Charles River US orders, scheduling special services orders, preparing for new product or service launches, leading customer support for JAX scientific staff, reviewing and approving new customer applications, etc.)


* 3+ years of experience working in a customer support function or call center environment; 4 year college degree preferred
* Demonstrated ability to deliver high quality internal/external customer support in a business environment
* Excellent oral and written communication skills
* Strong proficiency in MS Office applications, Salesforce, Reliance, Microsoft Dynamics and technologies typically used in call center environments
* Strong organizational abilities and follow-through skills
* Capability to analyze data and report findings with clarity
* Proven ability to work collaboratively with others to achieve desired business results; strong and interpersonal skills
* Positive attitude and professional manner in all interactions
* Demonstrate a commitment to continuous learning and professional development
* Demonstrated ability to thrive on change and keep pace in a dynamic work environment which is externally focused

About Us

The Jackson Laboratory (JAX, www.jax.org) is a nonprofit biomedical research institute with over 2,000 employees whose mission is to discover precise genomic solutions for human disease and empower the global biomedical community in the shared quest to improve human health. A National Cancer Institute-designated Cancer Center, JAX has a mammalian genetics headquarters in Bar Harbor, Maine, a facility in Sacramento, California, and a genomic medicine facility, The Jackson Laboratory for Genomic Medicine (JAX-GM), in Farmington, Connecticut.

The JAX® Mice, Clinical and Research Services facility is located in Sacramento, the state capital of California. Sacramento is less than a two-hour drive from San Francisco, Napa Valley, and scenic Lake Tahoe, and a short flight to both Los Angeles and Orange County. Sacramento is the birthplace of the nation's Farm to Fork movement, and offers excellent restaurants, gastro-pubs, wineries, theaters, and museums. Outdoor activities are plentiful: Boating, white water rafting, and riding the scenic bicycle trails are popular. Housing and other costs of living are more affordable in Sacramento and its surrounding suburbs than in most other neighboring areas in the North Bay, making Sacramento one of the hottest housing markets in the country year after year.

JAX employees work in a collaborative, value-driven, and team-based environment where the focus is on advancing science and improving patients' lives. Researchers apply genetics to increase the understanding of human disease and advance treatments and cures for cancer, neurological and immune disorders, diabetes, aging, and heart disease. JAX was voted among the top 15 "Best Places to Work in Academia" in the United States in a poll conducted by The Scientist magazine!

Our Values:

INTEGRITY - Courage and commitment to do what is right

PEOPLE - Inspiring our people to enhance the health of all

ONE TEAM - Unified by our promise to transform medicine and science

EXCELLENCE - Achieving world-class results

INNOVATION - Leading with discovery and creative solutions

STEWARDSHIP - Caring for and enhancing the resources entrusted to us

What do we have to offer?

JAX offers a dynamic and supportive work environment, competitive salaries and a comprehensive benefits package including a medical plan, outstanding retirement plan, generous paid time off and tuition reimbursement.

Most importantly, every position contributes to JAX's mission of discovering precise genomic solutions for human disease and empowering the global biomedical community in our shared quest to improve human health.

The Jackson Laboratory provides equal employment opportunities to all employees and applicants for employment in all job classifications without regard to race, color, religion, age, mental disability, physical disability, medical condition, gender, sexual orientation, genetic information, ancestry, marital status, national origin, veteran status, and other classifications protected by applicable state and local non-discrimination laws.

Learn more about at opportunities at JAX at http://www.jax.org/careers

About Jackson Laboratory

The Jackson Laboratory was founded in 1929 as a cancer research facility, and has been designated as a Cancer Center by the National Cancer Institute since 1983 to conduct basic research. The continuing mission of The Jackson Laboratory is to discover the genetic basis for preventing, treating and curing human disease, and to enable research and education for the global biomedical community. Based in Bar Harbor, Maine, The Jackson Laboratory has a large presence in Maine and is the state's sixth largest non-profit organization.