Customer Service Coordinator II
Integrated Resources
Title : Customer Service Coordinator II
Location : Tewksbury, MA, 01876
Duration : 6+ Months (Possibilities of Extension)
Shift : 9:30 am - 6:00 pm, Mon - Fri
Pay Rate: $22.00/hr. on W2
Job Summary:
Location : Tewksbury, MA, 01876
Duration : 6+ Months (Possibilities of Extension)
Shift : 9:30 am - 6:00 pm, Mon - Fri
Pay Rate: $22.00/hr. on W2
Job Summary:
- 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 client's 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 Product 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 client's Life Sciences image in a positive manner and to led by example.
- 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.
- High school graduate or equivalent.
- 2+ years of cross functional commercial or customer service experience
- 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.
- 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.
Vacancy posted 4 days ago
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