Customer Service Coordinator

Customer Service Representative

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 company employees, including Sales Team, Accounting/Credit, New Accounts, Complaints, Pricing, Quality Control, Product Managers, Manufacturing, Warehouse/Distribution Centre, 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, troubleshooting, 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 the company in a positive manner and to lead by example.

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.

Experience

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

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.

Education

• High school graduate or equivalent.

Shift: Monday - Friday, 8 hours/day, 9:30 am - 6:00 pm

About US Tech Solutions

US Tech Solutions is a global staff augmentation firm providing a wide range of talent on-demand and total workforce solutions. To know more about US Tech Solutions, please visit . US Tech Solutions is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, colour, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.

AI Statement

By applying, you acknowledge that AI-assisted tools may be used during hiring.