Customer Service Coordinator I, Tewksbury

Job Description Position Summary The Customer Service Representative serves as the first point of contact for North American customers through the 800-line support channel. This role partners closely with customers and cross functional teams to deliver a world class customer experience.

The ideal candidate is professional, detail oriented, and thrives in a fast paced environment. This position requires strong communication skills, problem solving abilities, and the capability to manage a high volume of customer inquiries, order processing, and case management activities while maintaining exceptional service standards.

You will work collaboratively with internal departments including Sales, Accounting/Credit, New Accounts, Complaints, Pricing, Quality Control, Product Management, Manufacturing, Warehouse/Distribution, Marketing, and Scientific Support. Key Responsibilities

Manage a high volume of incoming customer inquiries via phone and email Process and manage a high volume of cases and orders within Salesforce.com Accurately enter and manage customer orders, ensuring timely and precise order fulfillment Provide customers with information related to inventory, pricing, shipping, and technical inquiriesCollaborate daily with internal and external contacts across multiple systems to ensure accurate communication and service Independently resolve customer concerns and initiate corrective actions using sound judgment Support the Complaint team with customer complaint processing and follow up activitiesMaintain and update customer and dealer account profiles, including:

Payment terms Carrier and freight information Account notes

Coordinate with the New Accounts team regarding account setup updates and changes Ensure consistent and timely follow up with customers and internal stakeholders Participate in scheduled product and technical training sessions Promote a positive company image while delivering exceptional customer service

Job Requirements Required Qualifications

Education

High school diploma or equivalent required Experience

Minimum of 2 years of customer service or cross functional commercial experience Required Skills

Ability to manage high phone, order entry, and case management volume in a fast paced environment Strong verbal and written communication skills Excellent customer service and problem solving abilities Detail oriented with strong organizational skills Ability to work independently and make sound decisionsProficiency in:

Microsoft Word Microsoft Excel Email and web based systems

Typing speed of at least 50 WPM Ability to meet or exceed departmental performance metrics Adaptability and willingness to support continuous improvement initiatives Reliable attendance and punctuality Preferred Qualifications

Experience within the Life Sciences industry or a related field Experience using PeopleSoft Order Management or similar ERP systems Experience with Salesforce.com case management Previous call center experience Desired Soft Skills

Positive, enthusiastic, and high energy attitude Strong work ethic with dependable and reliable performance Ability to work independently while collaborating effectively within a team environment Calm and professional under pressure Strong interpersonal and relationship building skills