Customer Service Coordinator II
About The Position
The Customer Service Representative will serve as the first point of contact for customers through an 800# phone line, as well as phone and email inquiries. This role will work closely with customers and internal cross-functional teams, including Sales, Accounting/Credit, New Accounts, Complaints, Pricing, Quality, Product Management, Manufacturing, Warehouse/Distribution, Marketing, and Scientific Support. The successful candidate will provide professional, accurate, and timely assistance while resolving customer questions and inquiries. Responsibilities include problem solving, troubleshooting, order management, customer accommodations, and building strong relationships with customers and internal partners.
Requirements
- 2+ years of cross-functional commercial or customer service experience.
- Ability to manage high phone, case, and order-entry volumes in a fast-paced environment while remaining calm under pressure.
- Excellent professional verbal and written communication skills.
- Proficiency with Microsoft Word, Excel, email, and web-based applications.
- Typing speed of approximately 50 WPM.
- Strong customer service, attention to detail, problem-solving, and organizational skills.
- Ability to independently identify solutions and resolve issues in a timely manner.
- Ability to meet or exceed department metrics.
- Adaptable and comfortable working in a rapidly changing environment.
- Ability to identify opportunities for improvement and help facilitate positive change.
- Ability to work independently while effectively collaborating within a team environment.
- Positive, enthusiastic, dependable, and professional attitude.
- Strong work ethic and commitment to reliability and customer satisfaction.
Nice To Haves
- Experience in the life sciences industry or a related field.
- Experience with PeopleSoft Order Management or a comparable order management system.
- Experience with Salesforce case management.
- Call center experience.
Responsibilities
- Handle incoming high-volume phone and email inquiries.
- Manage a high volume of case management activities related to customer inquiries and orders.
- Interact with internal and external contacts using multiple systems to ensure accurate information.
- Provide accurate order entry and order management for a large customer base, including inventory, pricing, technical inquiries, and shipping information.
- Initiate corrective actions and independently resolve routine customer accommodations using sound judgment.
- Assist with complaints processed by the Complaint team.
- Maintain and update dealer/customer profiles and verify account information, payment terms, carrier, and freight terms.
- Follow up with the New Accounts team regarding necessary account setup changes.
- Ensure timely and complete follow-up with customers and internal teams.
- Attend product and technical training as scheduled.
- Maintain a professional and customer-focused approach in a fast-paced, high-volume environment.
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
High school or GED
