Customer Service Coordinator

Job Title: Customer Service Coordinator

Industry : Manufacturing

Location : Tewksbury, MA

Shift: Monday through Friday, 9:30 a.m. to 6:00 p.m., 8 hours per day. Assignment length: approximately 6 months, with possible extension based on demand.

Interview Process: Two rounds. First round is a phone screen with the direct manager, second round is an onsite panel interview.

Client Overview

You'd be working at a life sciences products company, acting as the first point of contact for customers calling in with questions about orders, pricing, and product information. You'd work closely with several internal teams, including sales, accounting, quality, and shipping, to get customers accurate answers quickly.

Top 3 Skills

• Order entry and case management systems
• High volume phone and email customer support
• Cross functional coordination and problem solving

What You'll Do

• Handle a high volume of incoming orders and inquiries by phone and email
• Manage a high volume of customer cases related to inquiries and orders
• Interact daily with internal and external contacts across multiple systems
• Provide accurate order entry and order management for a large customer base
• Initiate corrective actions to resolve customer issues independently using good judgment
• Assist the complaints team with processing customer complaints
• Maintain and update customer profiles, including payment terms, carrier, and freight terms
• Follow up with the new accounts team on account setup changes
• Ensure complete follow up with customers, internally and externally
• Attend product and technical training as scheduled

What We Need From You

• High school diploma or equivalent
• Comfortable handling a high volume of phone, case, and order entry work in a fast paced environment
• Excellent professional verbal and written communication skills
• Proficient with Word, Excel, email, and web based tools, with a typing speed of at least 50 words per minute
• Able to work independently to resolve customer issues in a timely manner

Preferred / Bonus

• 2 or more years of cross functional commercial or customer service experience
• Experience in the life science industry or a related field
• Experience with PeopleSoft Order Management or a comparable system
• Experience with SalesForce.com case management
• Call center experience

About Elevait

Elevait Solutions was founded by veterans who believe that how you treat people is the only thing that actually matters in this industry. We're a team that stays in your corner before, during, and after placement. We show up for the communities we work in, we tell you the truth, and we work hard to make sure every placement is a good fit for both sides. If that sounds like the kind of team you want behind you, we'd like to talk.