Customer Service Representative

For 75 years, Charles River employees have worked to advance the discovery, development, and safe manufacture of new drug therapies, making a profound impact on global health. Our 20-year partnership with Boston Children’s Hospital takes this mission to the next level, supporting groundbreaking innovations that directly impact patient care. At Boston Children’s, their commitment to diversity drives the exceptional quality of care provided to patients from local communities to over 160 countries worldwide. This is your moment to become part of a family where unique talents and perspectives unite to change lives, including your own. Together, we’re shaping a healthier future through compassion, innovation, and opportunity.  

POSITION SUMMARY

• Provide dependable quality customer service including responses to product or service inquiries, efficient order coordination and processing, and routine problem solving. This role also responsible for management of customer account.

DUTIES & RESPONSIBILTIES

• To improve customer satisfaction, it is necessary to lead the better communication with customers and deliver accurate information.
• Receive orders through “Service Cloud”, confirm delivery schedules, and process orders.
• Complete all associated paperwork for shipment.
• Communicate price quotations, products availability, and product information.
• Use “WEHAGO” to issue the tax invoice to customer.
• Create and manage customer accounts.
• Respond to any basic and routine Endosafe® product and Microbial Identification Service inquiries.
• Resolve basic and routine problems and customer complaints.
• Follow-up complaints to ensure that customer expectations are satisfied. If necessary, coordinate the implementation of service improvements to prevent future complaints.
• Remain proficient in all SOPs in areas of responsibility.
• Perform all other related duties as assigned.

QUALIFICATIONS:

• Education: Bachelor’s degree (B.A. /B.S.) or equivalent in business or related discipline.
• Experience: No experience required.
  • An equivalent combination of education and experience may be accepted as a satisfactory substitute for the specific education and experience listed above.
• Certification/Licensures: None
• Other:
  • Working knowledge of all Microbial Solutions products and services
  • Strong phone contact handling skills and active listening
  • Customer orientation and ability to adapt/respond to different types of characters
  • Excellent communication skills
  • Proficient with MS Office and phone systems

About Insourcing Solutions
Charles River Insourcing Solutions℠ can streamline research by delivering operational and cost efficiencies through the strategic insourcing of GMP, GLP and non-GLP research services from discovery through safety assessment. Insourcing Solutions℠ provides you with the ability to maintain control of your facility and expertise while leveraging available space.

About Charles River
Charles River is an early-stage contract research organization (CRO). We have built upon our foundation of laboratory animal medicine and science to develop a diverse portfolio of discovery and safety assessment services, both Good Laboratory Practice (GLP) and non-GLP, to support clients from target identification through preclinical development. Charles River also provides a suite of products and services to support our clients’ clinical laboratory testing needs and manufacturing activities. Utilizing this broad portfolio of products and services enables our clients to create a more flexible drug development model, which reduces their costs, enhances their productivity and effectiveness to increase speed to market.

With over 20,000 employees within 110 facilities in over 20 countries around the globe, we are strategically positioned to coordinate worldwide resources and apply multidisciplinary perspectives in resolving our client’s unique challenges. Our client base includes global pharmaceutical companies, biotechnology companies, government agencies and hospitals and academic institutions around the world.

At Charles River  we are passionate about our role in improving the quality of people’s lives. Our mission, our excellent science and our strong sense of purpose guide us in all that we do, and we approach each day with the knowledge that our work helps to improve the health and well-being of many across the globe. We have proudly worked on 80% of the drugs approved by the U.S. Food and Drug Administration (FDA) in the past five years.

We’re committed to providing benefits that elevate your quality of life.  Based on your position these may include:  bonus/incentives based on performance, 401K, paid time off, stock purchase program, Health and wellness coverage, employee and family wellbeing support programs, and work life balance flexibility.

Equal Employment Opportunity

Charles River is an equal opportunity employer and is committed to providing equal employment opportunities for all qualified applicants and employees without regard to race, color, sex, religion, national origin, ancestry, age, mental or physical disability, family status, pregnancy, military or veteran status, or any other characteristic protected by federal, state, or local laws.

It is unlawful in some states (including Massachusetts) to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability.

If you are interested in applying to Charles River Laboratories and need special assistance or an accommodation due to a disability to complete any forms or to otherwise participate in the resume submission process, please contact a member of our Human Resources team by sending an e-mail message to crrecruitment_US@crl.com. This contact is for accommodation requests for individuals with disabilities only and cannot be used to inquire about the status of applications.

For more information, please visit www.criver.com.