Job Details

Requisition Number 19-0115
Title Customer Service Rep I
City Rockville
State MD

The Customer Service Representative I will provide professional, courteous, customer-centric service to the MSD customer base. This individual will directly interact with various customers and interface with multiple internal departments to facilitate the processing of quotes, orders and customer requests to allow for timely shipping of MSD products worldwide.


  • Customer Relations
    • Address customer inquiries and complaints with possible solutions in a timely fashion
      • Forward concerns to the appropriate parties
      • Document outcomes and resolutions appropriately
    • Coordinate and communicate order status updates throughout the order process cycle
    • Communicate product information, pricing and ordering information to prospective customers
      • Augment customer education on MSD product lines and their uses
  • Order and Quote Processing
    • 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
  • Interdepartmental Communication
    • Communicate order requests, tracking updates and shipping information to sales representatives and other internal departments as needed
    • Collaborate with other departments to facilitate order fulfillment and invoicing
  • Specific duties may vary depending upon departmental requirements


  • Bachelor’s degree required
    • Additional years (3) of experience may be substituted for a degree
  • Minimum 1 year experience supporting sophisticated and diverse customers
  • Experience with other business and ERP systems a plus
    • Experience with JD Edwards software is highly preferred
  • Proficiency with standard office equipment (phone, fax, computer literate, etc.)
  • A Life Sciences background is a plus
  • Experience in a call center environment is a plus
  • Ability to speak a second language, in addition to English, is a plus
  • A demonstrated level of consistency in performance and aptitude for managing additional responsibility and accountability are required for next level consideration
  • 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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