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Customer Service Representative I

Heathrow Scientific, Inc
Vernon Hills, IL
  • Expired: over a month ago. Applications are no longer accepted.
Job Description

Customer Service Representative Job Description

Position Title

Customer Service Representative

Reports to:

Customer Service Manager

Position Type

Non Exempt


Heathrow Customer Service


Full Time



About the company:

Heathrow Scientific is a leading manufacturer of innovative lab supplies and instruments. We are renowned for producing colorful, innovative and functionally designed products. Founded in 1996, Heathrow Scientific is quickly establishing itself as the industry leader for lab supplies and instrumentation. Our team of engineering experts looks for ideas that will help ease repetitive motion, improve productivity, and offer smart, organizational solutions.


The Customer Service/Sales Support Representative is responsible for providing effective customer service for all internal and external customers by using excellent, knowledge of company products and programs as well as communicating effectively with team members within the customer service department. The Customer Service/Sales Support Representative must be able to clearly understand our customers needs. Once understood, they must be articulate enough to satisfactorily explain the solutions we propose. Customer Service is the group with the highest percentage of customer interaction. The reputation of our company depends on the impressions they are able to create.

Scope of Responsibilities:

The individual in this role will:

  • Answering phone calls and processing verbal as well as written customer orders and returns/credits.
  • Researching customer inquiries, cross referencing and expediting
  • Preparing and responding to "informal" requests for price quotations
  • To process orders, administer returns, upsell and respond to customer inquiries regarding pricing, availability and suitability of laboratory equipment and supplies that we manufacture.
  • Support dedicated field sales representative accounts, since customer inquiries may come in via phone, fax, internet or email.
  • Serve as a point of contact for sales representatives for assisting with spreadsheets, sample requests, and general customer related needs.
  • Special projects and miscellaneous duties. These include updating contracts and pricing information, web/email/mail/fax distribution, edi's, supporting dedicated field sales reps. Etc
  • Able to react to change productively and handle other essenial tasks as assigned.
  • Other duties for this role will be assigned as necessary/appropriate


  • High School Diploma or G.E.D. is required
  • Some college or technical training preferred.
  • 1 year experience working in a call center, sales, customer service or data entry.
  • 30 WPM typing preferred
  • BA/BS preferred
  • Must communicate with customers and employees in clear, friendly and professional manner
  • Ability to work in fast-paced, deadline sensitive environment
  • Microsoft Office Suite: Intermediate level Word/Excel/Outlook

Ideal attributes:

  • Passion for science
  • Customer/Client focus
  • Interpersonal skills
  • Sense of urgency in fixing problems
  • Strong sense of ownership and accountability
  • Quick learner
  • Self motivated, willing to go beyond the minimum expected
  • Superior written and verbal communication skills

Physical Demands:

  • Standing – up to 5% of the time
  • Sitting – up to 90% of the time
  • Computer usage – 95%
  • Ability to lift 25 pounds
  • Travel – 0%

Heathrow Scientific, Inc


Vernon Hills, IL
60061 USA