Customer Service Representative

  • Location
    Carlsbad, California
  • Job type
    Contract/Temp to Hire
  • Salary
  • Category
    Call Center & Customer Service - Customer Service

Adecco is looking for a Customer Service Representative. This is a temp to hire opportunity with a client in Carlsbad, CA


Job Summary:  Provides exceptional customer service and support to our customer base, Sales Representatives, Sales Managers, and all other company personnel.  Demonstrates knowledge of products, optics, and lab processing to evaluate and fill customer needs.  On a daily basis will be responsible for performing accurate order entry and working all back-orders.  Responds to new account requests creating the new account, details product, pricing, and delivery information.  Trouble shoots and follows up on all issues and complaints, working with other departments as needed, to resolve customer support matters.  Provides professional and knowledgeable customer service to all accounts.


Essential Duties & Responsibilities:  

  • The primary duty and responsibility of the position is to take ownership for service to the customer
  • Must know and follow all departmental, and company policies and procedures
  • Performs all duties of a Customer Service Representative which include but are not limited to answering phones, processing phone, fax and web site orders
  • Issues return authorizations, appropriate credits, requests product pick-ups, and tracks deliveries
  • Efficiently utilizes all order entry, order inquiry, order tracking, customer master maintenance and customer note file maintenance programs.
  • Determines product availability, researches back order product and location, offers product substitutions where appropriate
  • Researches customer backorders daily looking for product fill dates then contacts customer to see if they want to wait or if they prefer another product.  If the later, the original back order must be canceled and a new order is entered
  • Professionally handles routine customer inquires, complaints or concerns including troubleshooting and resolving problems, following up with appropriate departments and management personnel
  • Provides written or verbal order status and other communications to the customer, as needed
  • Provides information to customer pertaining to existing and new products and services
  • Works to improve overall company profitability through suggestive selling and participation in sales promotions and contests
  • Researches and resolves electronic transmission data problems in conjunction with our IS Department
  • Assists and coordinates with potential customers, Sales Representatives and Accounting the data needed to establish a new account
  • Creates new customer accounts with all pricing, shipping and ordering requirements and coordinates the shipment of all materials needed by the new account for order placement
  • Maintains and updates Regional Standard Operating Procedures (SOPs) as needed
  • Updates Department Manager, Senior Lead, Senior CS Representative, Lead or Returns Administrator on any issues that affect or could affect the Customer, Company or Department
  • Digitizing, Expediting as needed
  • Other duties and responsibilities as assigned
  • Punctual, consistent attendance required

Qualifications:  Must possess a professional and positive manner, displaying patience and understanding as well as the ability to respond to continual changes in a fast-paced work environment.  The individual needs to be extremely detail oriented and be capable of memorizing approximately 150 numeric product templates used at order entry.  The ability to multi-task, problem solve, prioritize and organize the days work load without assistance is critical to success.  We require an intelligent communicator skilled in thoroughly imparting accurate information diplomatically to customers and associates both verbally and in writing.  All staff members will be able to work as part of a team and perform independently as needed.


Education and/or Experience:

  • High School diploma or equivalent (GED) required, some college education desired
  • Two plus years of experience working as a Customer Service Representative in an order taking call center
  • Excellent 10 key by touch with a demonstrated error free minimum of 10,000 KPH, greater than 10k preferred
  • Solid typing skills with a demonstrated error free minimum of 55 WPM
  • Working knowledge of the Internet and Windows environment - Word, Excel, Outlook
  • Knowledge of standard Customer Service Department methods, procedures, policies and practices
  • Ability to interface effectively at all levels of the organization, and with our customers

Language Skills:  Must have excellent written and verbal communication skills, possess professional telephone techniques and have solid customer relations skills.  Ability to read and/or write documents, reports, spreadsheets, and procedure manuals as required.   


Reasoning Ability:  Must have excellent reasoning skills and is able to appropriately resolve all issues to the satisfaction of both the customer and company.  Applies common sense to prioritize and organize the work load and to carry out instructions that are either written, or oral.


Pay Rate: $17.50-$18.50 - temp to hire 

Must be available between 6:55 AM to 4:35 PM M-F


  • Apply with Adecco

Reference number US_EN_99_028082_11825607