Job Details

Requisition Number 18-0138
Title Custom Order Rep II
City Rockville
State MD

Provide professional, courteous, customer-centric service to the MSD customer base requiring customized products and services. This position directly interacts with various customers and interfaces with multiple internal departments utilizing scientific knowledge to facilitate the processing of quotes, orders and customer requests to allow for timely shipping of MSD products worldwide.


• Customer Relations
o Respond to customer inquiries and satisfaction issues with solutions in a timely fashion
 Forward concerns to the appropriate parties
 Document outcomes and resolutions appropriately
o Coordinate and communicate order status updates throughout the order process cycle
 Ensure product delivery in accordance with customer requirements
o Communicate product information, pricing and ordering information to prospective customers
 Augment customer education on MSD products and their uses
• Order and Quote Processing
o Process customer quotes and orders
 Accurately enter customer contact and product information into company’s ERP and CRM systems
 Calculate and quote pricing and discounts from pricing guidelines and tables
 Perform data entry and database clean up and audit projects as directed
 Perform purchasing and configuration management functions for incoming raw materials for customized products
 Coordinate and track receipt of customer raw materials
• Interdepartmental Communication
o Communicate order requests, tracking updates and shipping information to sales representatives and other internal departments as needed
o Collaborate with other departments to facilitate order fulfillment and invoicing
• A demonstrated level of consistency in performance and aptitude for managing additional responsibility and accountability are required for next level consideration
• Specific duties may vary depending upon departmental requirements

• Bachelor’s degree in life sciences or related field required
• Minimum of 1 year hands on laboratory experience (molecular biology, clinical, or biochemistry) preferably with immunoassays
• Minimum 2 year of experience supporting sophisticated and diverse customers
• Experience with other business and ERP systems a plus
o Experience with JD Edwards software is highly preferred
• Proficiency with standard office equipment (phone, fax, computer literate, etc.)
• Experience in a call center environment is a plus
• Ability to speak a second language, in addition to English, is a plus


• Complete understanding and demonstrated proficiency of key Customer Service functions:
o Order entry and management
o Quote preparation
o Customer phone and grammatically correct email communications
o Overall understanding of the sales process from conception to completion
o Ability to discuss product, pricing and order information with the customer
• Demonstrated proficiency and complete utilization of CRM and inventory management ERP systems
o Subject matter and process flow expert
• Understanding the scientific principles of immunoassays and the ability to communicate these principles with the customer
• Logical problem solving and demonstrated ability to organize and move project tasks forward in an orderly and structured fashion
o Ability to identify and effectively address customer concerns with a sense of urgency and with customer service orientation
• Excellent oral, written communication and interpersonal skills
o Demonstrate professional etiquette and courtesy and ability to build strong relationships
o Track record of successfully handling escalated customer interactions
o Effectively communicate issues/problems and results that impact timelines, accuracy and status of customer order data
o Perform intermediate mathematic and scientific calculations correctly
• Proficiency in MS Office required
• A wide degree of creativity and latitude is expected including the ability to multi-task and work productively in a demanding customer service environment with changing priorities


This position requires the ability to communicate and exchange information, utilize equipment necessary to perform the job, and move about the office.


Standard office environment
  • Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities.
  • Please view Equal Employment Opportunity Posters provided by OFCCP here.
  • The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor's legal duty to furnish information. 41 CFR 60-1.35(c)
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