Customer Service Coordinator I

Customer Service Coordinator IUnder general supervision, the Customer Service Coordinator I is responsible for performing front and/or back office support functions for the Customer Service Team. This includes responding to all incoming customer phone calls, fax and email order and inquiries. Serves as the first point of contact for the customer, and escalates customer's issues to team management as necessary.The base hourly range for this role is currently $20.00 to $26.00. Individual employee compensation will ultimately depend on factors including education, relevant experience, skillset, knowledge, and particular business needs.This role is eligible for medical, dental, and vision insurance, 401k plan retirement benefits with an employer match, as well as paid vacation and sick leave.Key AccountabilitiesResponsible for responding to all customer questions via phone or assigned in task system in a timely and professional mannerProcesses customer orders as received via phone or task system and ensures accuracy and alignment with department guidelines and processes; escalates order inquiries as necessaryInteracts with distribution and planning personnel on product status availability and advises customers accordinglyReviews and processes Technical Support requests for replacement products; responsible for following up with Technical Support to ensure resolutionCoordinates with the appropriate parties when lot-specific requests are made. Ensures that all orders are released for shipment following product shipping guidelines.Responsible for ensuring proper documentations accompanies all orders prior to final order submissionsRegularly reviews task system and assigns orders and/or inquiries to fellow Customer Service Coordinators depending on geographical coverage or special assignmentsEnsures that all requests for standing orders and overnight shipments are properly labeledManages personal task queue ensuring that all customer orders are processed within departmental timeline goals. Follows-up on all customer inquiries, account maintenance requests, price discrepancy tasks, shipping issues, etc.Prepares customer quotations for Werfen products based on pre-established pricing guidelines.Works with logistics team to coordinate shipping for returns or replacements, ensuring inventory adjustments and credits are processed accurately, in accordance with department procedures.Researches and resolves invoice discrepancies reported to Credit and Collections team. Processes credit and/or debit memos in accordance with departmental procedures.Prepares and distributes various customer reports on a regular basisBudget Managed (if applicable): N/AInternal Networking/Key Relationships: To be determined based on department needs, to include interactions such as:Customer ServiceDistribution ManagementTechnical SupportLogistics, Warehouse & PlanningCredit and CollectionsNorth America Commercial Operations, including Sales & Clinical Applications, Product MarketingITSkills & Capabilities: The ideal candidate for this position will exhibit the following skills and capabilities:Strong customer service and interpersonal skillsStrong written and oral communication skillsAbility to navigate and manage customer complaints and objectionsStrong problem solvingProven attention to detailAbility to analyze and apply sound judgement to issue resolutionGood time management skills; Ability to prioritize and organize workload in a fast paced environmentQualificationsMin Knowledge & Experience Required for the Position:Education: Associate degree in Business or related field required. Bachelor's degree in Business Administration, Finance, or related field preferred, or equivalent experienceExperience:Previous experience in a customer service role or environment preferredAdditional Skills/Knowledge:Basic Microsoft Office skills required.Basic pivot table knowledge a plusAbility to navigate in an SAP ERP System preferredLanguage: Fluency in English requiredInternational Mobility Required: NoTravel Requirements: Approximately <5% of timeIf you are interested in constantly learning and being challenged on a daily basis we encourage you to submit your resume or CV.Werfen is an Equal Opportunity employer and is committed to a diverse workplace. Werfen strictly prohibits unlawful discrimination, harassment or retaliation based upon an individual's race, color, religion, gender, sexual orientation, gender identity/expression, national origin/ancestry, age, mental/physical disability, medical condition, marital status, veteran status, or any other protected characteristic as defined by applicable state or federal law. If you have a disability and need an accommodation in relation to the online application process, please contact View email address on click.appcast.io for assistance.We operate directly in over 30 countries, and in more than 100 territories through distributors. Annual revenue is approximately $2 billion and more than 7,000 employees around the world comprise our Werfen team.