Customer Service Coordinator

Colorcon Inc•Harleysville, PA

3d•Hybrid

About The Position

The Customer Service Coordinator serves as a liaison between our customers and internal Colorcon departments. This position plays an integral role in meeting and exceeding our customers’ expectations, by ensuring a positive customer experience is achieved through all touchpoints with the organization. The Customer Service Coordinator is accountable for enhancing customer relations, increasing customer loyalty and in turn increasing our commercial growth.

Requirements

Minimum of two years (2) of direct customer support experience required; experience with business-to-business, quality, and/or regulatory experience strongly preferred.
Minimum of High school diploma or equivalent is required; with some college preferred.
Must be customer orientated and possess the ability to focus on the changing needs and wants of the customers.
Ability to be proactive and thorough in assessing whether customer needs are met.
Strong verbal and written communication and active listening skills required.
Must have the ability to understand and input data correctly and utilize data to troubleshoot potential issues and make future recommendations.
Proficient with Microsoft Office Applications (Word, Excel, PowerPoint, Teams & Outlook) required, with the ability to quickly navigate internal applications such as Oracle, Drift, My Colorcon, Colorcon.com, and Customer Central.
Ability to go beyond the current customer interaction to identify broad customer goals and help construct a path for customer success.

Responsibilities

Support customers’ enquiries through multiple communication channels including phone, email, and chat.
Follow up of enquiries for general questions with other internal departments, liaising as needed including Quality, Regulatory, Technical, Supply Chain, Commercial, and Shipping.
Facilitating customers issues resolution, including progressing customer complaints to completion (RMA creation, coordinating returns, credit notes/invoices as needed).
Enter and process orders including calculating transit time and freight.
Proactively communicate with customers to inform them of at-risk orders (fulfilment issues, delivery delays, etc.).
Maintain accurate customer database and information on profiles.
Responsible for customer quotations for new business & follow-up on open quotes.
Maintain price lists and send to customers when requested.
My Colorcon Portal: Process new user registrations, pricing requests and requests for order changes or cancellations, assist customers with platform questions or issues.
Navigate and perform tasks in multiple platforms quickly.
Work independently and as a member of the team providing back-up & vacation coverage for other Customer Service Coordinators as needed to support the business.
Interact with employees across the organization to gather information and make recommendations to drive process improvement.
Share resources and foster a climate of trust within the team to strengthen team cohesion.
Ability to deal with a variety of interpersonal styles and personalities in an appropriate and diplomatic manner.
Ability to handle a variety of nonstandard and complex inquiries.
Understand the root issue the customer is facing and other related issues that may arise.

Benefits

All employees are eligible to participate in our company-wide bonus program
Employees have the choice between three medical plans
100% company-paid Dental Insurance for all employees and their qualifying dependents
Optional Vision Coverage
Fitness and Wellness Programs
Employee Assistance Programs (EAP)
Corporate Social Responsibility Groups (CSR)
Parental Leave
Tuition Reimbursement; up to $8,000 per calendar year
401(k) Company Matching
Paid Time Off
Paid Holidays