Customer Service Coordinator

Job Description

Job Description

ob Description

Job Title: Customer Service Coordinator I

Work Location: Tewksbury, MA (Onsite)

Schedule: Monday – Friday, 9:30 AM – 6:00 PM (8 hours/day)

Duration: 6 Months (Possibility of Extension Based on Business Demand)

Position Summary

The Customer Service Coordinator I is responsible for delivering exceptional customer service in a high-volume environment by managing phone inquiries, case management activities, and order entry processes. The ideal candidate will be customer-focused, detail-oriented, capable of multitasking across multiple computer systems, and able to maintain professionalism while handling a fast-paced workload.

Interview Process

• Round 1: Phone Screen with Direct Manager
• Round 2: Onsite Panel Interview

Required Education

• High School Diploma or equivalent.

Preferred Experience

• 2+ years of customer service experience.
• 2+ years of cross-functional commercial or customer service experience.
• Customer service call center experience preferred.

Required Skills

• Ability to manage high phone, case, and order-entry volumes in a fast-paced environment while maintaining composure.
• Strong attendance and punctuality record.
• Excellent verbal and written communication skills.
• Proficiency with Microsoft Word, Excel, Email, and Web-based applications.
• Typing speed of at least 50 WPM.
• Strong customer service orientation with excellent problem-solving skills.
• Ability to independently identify and resolve customer issues in a timely manner.
• Ability to meet or exceed departmental performance metrics.
• Adaptability in a rapidly changing environment.
• Ability to identify process improvement opportunities and support implementation efforts.
• Strong multitasking skills and comfort working across multiple computer applications simultaneously.

Desired Experience / Qualifications

• Experience within the Life Sciences industry or a related field.
• Experience with PeopleSoft Order Management or comparable order management systems.
• Experience with Salesforce.com case management.
• Prior call center experience.

Soft Skills

• Ability to work independently and collaborate effectively within a team environment.
• Positive, enthusiastic, and energetic attitude.
• Dependable, committed, reliable, and strong work ethic.
• Strong attention to detail.
• Ability to remain calm and professional under pressure.
• Customer-focused mindset with excellent interpersonal skills.