Customer Service Coordinator

Talentify; Tarboro (NC); On-site; USD 32,000 - 42,000; Full time

Job summary

US Tech Solutions is seeking a temporary 6-month customer service specialist to serve as the first line of contact for North American customers and internal teams. You will handle high volumes of inquiries via phone and email, perform order entry and case management in Salesforce.com, and work across multiple systems to provide accurate information and timely resolutions.

The role requires 2+ years of experience in customer service, strong communication skills, and proficiency with Word, Excel,

Qualifications

• 2+ years of cross-functional commercial or customer service experience.
• Ability to handle high work volume (phone, case and order entry) in a fast-paced environment.
• On-time attendance and professional verbal/written communication.
• Proficiency with Word, Excel, E-mail, Web.
• Experience with Salesforce.com is a plus.
• Experience with PeopleSoft Order Management is a plus.

Responsibilities

• Handle incoming high order volume via phone and email.
• Manage cases and orders in Salesforce.com.
• Interact daily with internal/external contacts across multiple systems to ensure accurate information.
• Provide information and accurate order entry/management for inventory, pricing, technical inquiries, and shipping details.
• Initiate corrective actions to handle customer accommodations using good judgment.
• Assist with complaints processed by the Complaint team.
• Maintain dealer/customer profiles, matching notes, terms, and carrier details.
• Follow up with New Accounts team on account set up changes.
• Ensure 100% follow-up to customers internally and externally.
• Attend Product/Technical training as scheduled.

Skills

Customer service

Communication

Typing 50 WPM

Multitasking

Problem solving

Education

High school diploma or equivalent

Tools

Salesforce.com

PeopleSoft Order Management

Microsoft Word

Microsoft Excel

Job description

Duration: 06 months with possible extension

Job Description:

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 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 scope 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 company image in a positive manner and to led by example.

Key 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.

Required Skills

• 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.

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.

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 www.ustechsolutions.com.

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.

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