Job Description

Do you have experience working in the customer service field or account management? Are you passionate about helping others? Are you looking for a customer service role that is not a call center? Do you want to be a part of a hard-working team that loves to have fun? If so, keep reading!

Midland Scientific is looking for a Customer Service Representative with account management and/or customer service experience to join our growing team.

Midland Scientific is a full-line laboratory distributor headquartered in La Vista, NE. We are proud to be woman owned and veteran operated. We place a strong emphasis on our core values which have brought great success to our company and employees throughout our 45+ years in business. These include:

Acting with integrity and honesty, earning and nourishing the trust of both our employees and customers
Innovating and improving our operations wherever possible
Delivering the highest quality of products and unparalleled service to our customers

At Midland Scientific, we are a hard-working team that loves to have fun & recognize our employees for all they do. The way we do this is through our extensive array of medical and non-medical benefits. Here are just a few:

Medical Benefits:

Medical, Dental, and Vision Insurance
HSA/FSA options
Disability Insurance
Life and Supplemental Life Insurance
Supplemental Accident and Hospital Plans

Other Benefits:

Student Loan Repayment Program
Childcare Assistance
Parental Leave
Gym Membership Assistance
Tuition Reimbursement
Matching Donation Requests
Referral Bonuses
401k w/ Company Match
Themed Company Cookouts
Monthly Birthday Celebrations
Service Anniversary Recognition
Holiday Celebrations/Games
Company-Wide Quarterly Bonus Potential
And much more!

As a Customer Service Representative, you will be required to interact with dozens of customers each week across the country via phone and email to resolve support issues, answer questions on products and services, and ensure a best-in-class customer experience. In addition to being the best in the business when it comes to customer satisfaction, you will need to be a confident, fully engaged team player who is dedicated to bringing a positive and enthusiastic outlook to work each day. This position will be Monday-Friday, during regular business hours at our LaVista location.

Essential Duties of a Customer Service Representative:

Take or enter orders/quotes, create accounts and items, or to obtain details of complaints.
Keep records of customer interactions and transactions, recording details of inquiries, complaints, and comments, as well as actions taken.
Check to ensure that appropriate changes were made to resolve customers' problems.
Field incoming phone calls and direct to appropriate internal staff.
Promptly respond to customer questions submitted via email, phone or our website.
Refer unresolved customer grievances to designated departments for further investigation.
Enter customer orders into Prophet 21 system with precise accuracy, checking all locations for stock and substitutes, and selecting shipping method that is the best option.
Partner with the Sales team to exceed our customer’s expectations.
Provide customers with backorder information immediately upon order placement as well as after 1 week of a backorder and provide additional follow-up when required.
Invoice dropship purchase orders.

Position Qualifications:

Accuracy - Ability to perform work accurately and thoroughly.
Active Listening - Ability to actively attend to, convey, and understand the comments and questions of others.
Analytical Skills - Ability to use thinking and reasoning to solve a problem.
Communication, Oral - Ability to communicate effectively with others using the spoken word.
Communication, Written - Ability to communicate in writing clearly and concisely.
Conflict Resolution - Ability to deal with others in an antagonistic situation.
Customer Oriented - Ability to take care of the customers’ needs while following company procedures.
Detail Oriented - Ability to pay attention to the minute details of a project or task.
Energetic - Ability to work at a sustained pace and produce quality work.
Friendly - Ability to exhibit a cheerful demeanor toward others.
Initiative - Ability to make decisions or take actions to solve a problem or reach a goal.
Interpersonal - Ability to get along well with a variety of personalities and individuals.
Organized - Possessing the trait of being organized or following a systematic method of performing a task.
Relationship Building - Ability to effectively build relationships with customers and co-workers.
Time Management - Ability to utilize the available time to organize and complete work within given deadlines.
Working Under Pressure - Ability to complete assigned tasks under stressful situations.

Education & Experience: