Customer Service Coordinator I, Tewksbury

Duration:

6 months, possibility of extension Pay:

$18 hourly Schedule:

Monday - Friday, 9:30am - 6:00pm Job Description:

Preferred Experience: 2 years of customer service call center experience preferred. Candidates should have the ability to multi-task with computers.

Product of Position

In this role, you will act as the first line of contact on the 800# phone line, working directly with North American customers and a wide spectrum of Client's Life Sciences employees including Sales Team, Accounting/Credit, New Accounts, Complaints, Pricing, Quality Control, Product Managers, Manufacturing, Warehouse/Distribution Center, Marketing, and Scientific Support.

You will attend to all questions and inquiries in a highly professional manner to effectively convey information internally and externally while ensuring world-class customer service. The role includes performing the full Product of customer service tasks including problem solving, troubleshooting, negotiating, and cultivating excellent relationships with customers and co-workers.

It is expected that you will have a full understanding of department and company procedures and policies, and the ability to promote the Client's Life Sciences image in a positive manner while leading by example.

Day-to-Day Responsibilities Handle high order volume received via phone and email. Manage high volumes of case management related to inquiries and orders in SalesForce.com. Interact daily with internal and external contacts using multiple systems to ensure accurate information. Provide accurate order entry and order management for a large customer base related to inventory, pricing, technical inquiries, and shipping information.Initiate corrective actions and handle customer accommodations independently using good judgment in routine cases. Assist with complaints processed by the Complaint team. Maintain and update dealer/customer profiles and ensure PeopleSoft notes, payment terms, carrier, and freight terms match the profile.Follow up with the New Accounts team on necessary account setup changes. Ensure 100% follow-up to customers internally and externally. Attend scheduled product and technical training sessions. Required Education

High school graduate or equivalent. Preferred Experience

2+ years of cross-functional commercial or customer service experience. Call center experience. Experience in the Life Science industry or related field. Experience with PeopleSoft Order Management or a comparable system. Experience with SalesForce.com case management. Required Skills

Ability to handle high work volume (phone, case, and order entry) in a fast-paced environment while remaining calm under pressure. Strong attendance and punctuality. Excellent verbal and written communication skills. Proficiency with Word, Excel, email, and web applications. Typing speed averaging 50 WPM.Customer-focused, detail-oriented, and an effective problem solver who can independently seek timely resolutions. Ability to meet or exceed department metrics. Adaptable in a rapidly changing environment with the ability to identify improvement opportunities and support forward movement. Soft Skills

Ability to work independently in a team environment and collaborate when necessary. Positive, enthusiastic, and high energy. Dependable, committed, reliable, and strong work ethic.