Strategic Account Manager

This position provides order entry for phone, emailed and faxed orders. Key responsibilities include answering the phone, processing incoming customer requests and providing departmental support.Principal External Contacts: Customers Principal Internal Contacts:Customer Service Specialist, Customer Service Specialist SAM, Customer Service AssociateThis job contributes to organizational success by:Input all customer orders received by phone, fax or emailResolve issues with ordersEnter customer complaints into TrackWise within same day for escalation to investigatorSubmit lost order informationCollaborate with internal partners to resolve customer concerns and establish strong working relationshipsProvide customer support including, but not limited to, quotes, invoice requests, transportation questions, follow upUnderstand and adhere to all applicable ISO SOPs, work instructions and company policiesPerform other duties as assignedJob Requirements:Hybrid roleHigh School diploma requiredCollege degree preferredMinimum five years of customer service experienceSolid verbal and written communication skillsAccurate data entry and keyboarding skills including proficiency with numerical keypad and 60-80 wpm on computerDemonstrated attention to detailAdvanced proficiency with computers, phone systems, and databases (including Excel, Word, JDE, Cognos, inContact, and TrackWise)Advanced knowledge of production within Envigo:Models and LocationsProducts and ServicesProcedures of Time MatingSurgery RequestsParticipation in projects and training to increase CSD efficiencies and methodoligiesProduce KPI reports at customer requestCoverage of CSDOnCall email resolution and/or routing to ensure minimum impact to our customersParticipate in customer sales calls as requestedAbility to perform professional communications related to transportation updates, health status changes or product recallsDedicated to the humane and ethical care of research animalsMotivated, positive, can-do attitude with significant focus on speed and accuracy for meeting customer needs in order accuracyAbility to de-escalate a situation calmly, tactfully, and with diplomacy with an excellent, positive attitude toward customer serviceAbility to maintain a calm demeanour when under stressAbility to share knowledge with others in a professional mannerAble to be approached by co-workers for assistanceRespectful of others even if they do not share your skills/knowledge/job roleAble to connect with customers, co-workers, and support groups so they prefer to do business with youAble to recognize and effect your shortcomings to improve your positionAbility to limit non-productive activities to stay focused on workAbility to work unsupervised without resorting to non-productive activitiesWilling to go the extra mile for a customer even if you are inconveniencedAbility to not let circumstances either personal or professional effect your mood at workAbility to go the extra mile to accomplish difficult or inconvenient tasksStandards of PerformanceAccurate and prompt completion of all ordersLess than 0.15% error rate on order entry and processing of all ordersReasonable response time or acknowledgement of email or voicemail request based on guidelines set by supervisorsProvide high level of professional service to exceed expectations of our customers (Customer Survey feedback - very satisfied)Work Schedule: Full-time position works, on average, 40 hours per week during a normal week. Most shifts occur Monday-Friday and are staggered between 7:30am and 6:00pm and include two 15-minute breaks, and a 60 minute, unpaid, lunch break during a normal shiftWeekend on-call rotation with quarterly schedule posted*This position could be offered at different levels for candidates who qualify with a combination of advanced levels of education and/or years of experience. The salary range will adjust along with the level of the role to match the person's relevant experience and/or education level.Inotiv is a growing contemporary drug discovery and development company where we "Play to Win" in an industry rich with opportunity. Together, we face challenges and together we win in the delivery of world-class drug discovery and development solutions that impact the health and well-being of people all over the world. There's an opportunity for everyone at all phases of a career, each individual's unique skill set has an impact on the work we conduct. If you have the talent and desire to impact the quality of people's lives, we have the career opportunities to make it happen. Join us in embracing research and science to impact the health and well-being of people all over the world.Salary will be commensurate with experience and responsibilities. Benefits include health and dental coverage, short- and long-term disability, paid time off, paid parental leave, 401K, and more!Inotiv is an Equal Opportunity Employer. It is our policy to provide a fair and equal employment opportunity to all persons, regardless of age, race, color, religion, sex, gender, gender identity, gender expression, sexual orientation, genetic information, disability, national origin, veteran status, or any other basis prohibited by law. This policy governs all aspects of employment, including selection, job assignment, compensation, discipline, termination and access to benefits and training.