Customer Service Representative Lausen, Switzerland

**About Enzo**

For over 45 years, Enzo has provided enabling life science technologies for research, drug discovery, drug development, and diagnostic solutions. We are pioneers in labeling and detection, driven by our commitment to serving our customers, and enabling their pursuit of innovation. Our customer-focused approach, along with our teams of highly specialized expert scientists, enables us to be true scientific partners. Our technological expertise enables our customers to achieve their next great discoveries. Leveraging over 500 patents, our rigorously validated products with 160,000+ citations, world-class R&D and in-house manufacturing, we fuel the advancements that lead the way to a healthier world.

Enzo is a company that delivers innovative and cutting-edge products and services, serving a fast-paced and growing life sciences market

**Major Responsibilities**:
As the first point of contact for customers, this position is responsible for providing exceptional customer service in support of company goals and sales growth, and for managing customer inquiries through to completion. The Customer Service Representative will interact with customers to process orders, provide information in response to inquiries about products, and transfer technical questions to technical support. This position also handles and resolves customer complaints, ensuing that customers know that their concerns are being understood.

**Specific Duties**:

- Assist with customer inquiries, including pricing and availability
- Maintain correspondence and communication with customers regarding backorders
- Capture all pertinent order-related and customer contact information and follow up on any missing information
- Field requests for and quote on special pricing, and follow up on issued quotations to close opportunities and gather market feedback
- Investigate and resolve order errors, issues and customer complaints
- Assist with customer returns
- Order and provide all pertinent export documentation for orders shipping outside of the country
- Maintain accurate records of pricing agreements, including institutional discount pricing, regional distributor pricing, and business partner pricing
- Work closely with and maintain effective working relationships with other departments, including Shipping, Operations, Sales and Technical Support
- Continually look for and suggest ways to improve customer service processes and procedures
- Generate required reports, e.g. customer cancellation log, credit memo report, order entry statistics, and the customer follow-up report
- Follow-up with customers regarding delivery ETA’s and backorders
- Forward leads to sales support staff

**Major