Customer Service Coordinator II

Customer Service Representative

CTG's long-standing Fortune 500 client of over 15 years has a W2 contract assignment for a Customer Service Representative. Type: Contract Location: Tewksbury, MA Candidates must be able to commute and work onsite in Tewksbury, MA. Pay Rate: $22.65-$23.25/hour Work Hours: M-F 8am-5pm Education: High school diploma or equivalent

The Customer Service Representative will serve as the first point of contact for customers through an 800# phone line, as well as phone and email inquiries. This role will work closely with customers and internal cross-functional teams, including Sales, Accounting/Credit, New Accounts, Complaints, Pricing, Quality, Product Management, Manufacturing, Warehouse/Distribution, Marketing, and Scientific Support. The successful candidate will provide professional, accurate, and timely assistance while resolving customer questions and inquiries. Responsibilities include problem solving, troubleshooting, order management, customer accommodations, and building strong relationships with customers and internal partners.

Requirements:

• Handle incoming high-volume phone and email inquiries.
• Manage a high volume of case management activities related to customer inquiries and orders.
• Interact with internal and external contacts using multiple systems to ensure accurate information.
• Provide accurate order entry and order management for a large customer base, including inventory, pricing, technical inquiries, and shipping information.
• Initiate corrective actions and independently resolve routine customer accommodations using sound judgment.
• Assist with complaints processed by the Complaint team.
• Maintain and update dealer/customer profiles and verify account information, payment terms, carrier, and freight terms.
• Follow up with the New Accounts team regarding necessary account setup changes.
• Ensure timely and complete follow-up with customers and internal teams.
• Attend product and technical training as scheduled.
• Maintain a professional and customer-focused approach in a fast-paced, high-volume environment.

Qualifications:

• 2+ years of cross-functional commercial or customer service experience.
• Ability to manage high phone, case, and order-entry volumes in a fast-paced environment while remaining calm under pressure.
• Excellent professional verbal and written communication skills.
• Proficiency with Microsoft Word, Excel, email, and web-based applications.
• Typing speed of approximately 50 WPM.
• Strong customer service, attention to detail, problem-solving, and organizational skills.
• Ability to independently identify solutions and resolve issues in a timely manner.
• Ability to meet or exceed department metrics.
• Adaptable and comfortable working in a rapidly changing environment.
• Ability to identify opportunities for improvement and help facilitate positive change.
• Ability to work independently while effectively collaborating within a team environment.
• Positive, enthusiastic, dependable, and professional attitude.
• Strong work ethic and commitment to reliability and customer satisfaction.

Preferred Experience / Skills:

• Experience in the life sciences industry or a related field.
• Experience with PeopleSoft Order Management or a comparable order management system.
• Experience with Salesforce case management.
• Call center experience.

Additional Information:

• No third party resumes will be accepted.
• Drug testing and/or other employment-related inquiries may be conducted.
• All interested individuals MUST be able to work on a W2 Tax basis (no C2C or third party vendors).
• CTG is an Equal Employment Opportunity employer.
• CTG is an E-Verify Company.