Customer Service Coordinator II

Job Description


Schedule:
• Monday - Friday, 8 hour/day, 9:30am - 6:00pm

Location: Onsite - Tewksbury, MA

** Preferred experience is 2 years customer service call center experience. Candidates need ability to multi-task with computers.

Interview Process: 2 Rounds - First Round Phone Screen with Direct Manager, Second Round Onsite Panel Interview.

6 months anticipated assignment, possibility of extension based on demand.

Scope 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 Corning Life Sciences employees including, Sales Team, Accounting/Credit, New Accounts, Complaints, Pricing, Quality Control, Product Managers, Manufacturing, Warehouse/Distribution Center, Marketing and Scientific Support. We look for you to attend to all questions and inquiries in a highly professional manner to effectively convey information internally and externally while assuring that our goal of world-class customer service is met. You will perform the full scope of customer service tasks including problem solving, trouble shooting, negotiating and cultivating excellent relationships with customers and co-workers. It will be expected that you will have a full understanding of department and company procedures and policies and the ability to promote Corning Life Sciences image in a positive manner and to led by example.

Day to Day Responsibilities:
• Handle incoming high order volume received via phone and email.
• Handle high volume of Case Management related to inquiries and orders in SalesForce.com
• Interact daily with internal/external contacts using multiple systems to ensure accurate information.
• Provide information and Accurate Order Entry/Order Management for a large customer base related to inventory, pricing, technical inquires, and shipping information.
• Dedicatedly initiate corrective actions to handle customer accommodations independently by using good judgment in routine cases.
• Assist with complaints processed by the Complaint team. • Maintain and update dealer/customer profiles and confirm that the PeopleSoft notes, payment terms, carrier, and freight terms match the profile. • Follow up with New Accounts team on necessary account set up changes.
• Responsible for ensuring 100% follow-up to customers internally and externally.
• Attend Product/Technical training as scheduled.

Job Requirements


Required Education:
• High school graduate or equivalent.

Preferred Years and Area of Experience:
• 2+ years of cross functional commercial or customer service experience.

Required Skills:
• Ability to handle high work volume (phone, case and order entry volume) in a fast-pace environment and stay calm in face of adversity.
• On time attendance.
• Excellent professional verbal and written communication skills
• Proficiency with Word, Excel, E-mail, Web.
• Can type at a 50-WPM average.
• Customer focused, detail oriented and effective problem solver who can independently seek a timely resolution.
• Ability to meet or exceed Department Metrics.
• Adaptable in a rapidly changing environment and can easily recognize areas for improvement and help facilitate forward movement.

Desired Experience / Qualifications / Skills:
• Experience in the Life Science industry or related field.
• Experience with PeopleSoft Order Management or a comparable system.
• Experience with SalesForce.com case management.
• Call center experience.

Soft Skills:
• Ability to work independently in a team environment and easily collaborate when necessary.
• Positive, enthusiastic and high energy.
• Dependable, committed, reliable and high work ethic.