Customer Service Coordinator II

Computer Task; Tewksbury (MA); On-site; USD 30,000 - 32,000; Full time

Job summary

CTG is seeking a Customer Service Representative for an on-site role in Tewksbury, MA. The position involves handling a high volume of phone and email inquiries, managing order-entry and case management, and collaborating with Sales, Accounting, and Product teams to resolve issues and ensure customer satisfaction.

The ideal candidate will have at least 2 years of customer service experience, strong communication skills, and proficiency with Word, Excel, and email tools.

Qualifications

• 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.
• Excellent professional verbal and written communication skills.
• Typing speed around 50 WPM.
• Proficiency with Microsoft Word, Excel, email and web-based apps.

Responsibilities

• Handle incoming high-volume phone and email inquiries.
• Manage a high volume of case management activities related to inquiries and orders.
• Interact with internal and external contacts using multiple systems for accurate information.
• Provide accurate order entry and order management for a large customer base.
• Initiate corrective actions and independently resolve routine customer accommodations.
• Maintain and update dealer/customer profiles and verify account information.

Skills

Customer service

Verbal communication

Written communication

Multitasking

Problem solving

Education

High school diploma or equivalent

Tools

Microsoft Word

Excel

Email

Web-based apps

Job description

CTG's long-standing Fortune 500 client of over 15 years has a W2 contract assignment for a Customer Service Representative.

Job Details

• Type: Contract
• Job Title: Customer Service Representative
• Location: Tewksbury, MA
• Candidates must be able to commute and work onsite in Tewksbury, MA.
• Pay Rate: $22.65-$23.25/hour
• Work Hours: M-F 8am-5pm
• Education: High school diploma or equivalent

Description

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.

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.

Qualifications

• 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.

Preferred Experience / Skills

• 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.

Additional Information

• No third party resumes will be accepted.
• Drug testing and/or other employment-related inquiries may be conducted.
• CTG will consider for employment-qualified applicants with criminal histories in a manner consistent with the requirements of all applicable local, state, and federal laws.
• All interested individuals MUST be able to work on a W2 Tax basis (no C2C or third party vendors).
• CTG is an Equal Employment Opportunity employer.
• CTG is an E-Verify Company.

About CTG

CTG, a Cegeka company, delivers IT and business solutions that enhance clients’ digital agility, empowering them to seize new opportunities and overcome any challenge. Backed by more than 60 years’ experience and a commitment to being a reliable, results-driven partner, we work shoulder to shoulder with clients to shape digital together. Our vision is to be an indispensable partner to our clients and the preferred career destination for digital and technology experts. With more than 9,000 team members in over 15 countries, we combine global expertise with local insight to deliver innovative solutions. We operate across the Americas, Europe, and India, working with over 3,000 clients in many of today's highest-growth industries.

Together, we shape what’s next—working shoulder to shoulder to deliver impactful solutions for our clients and society. Our culture is built by the people who work at CTG, the values we hold, and the actions we take. It's a living, breathing thing that is renewed every day through the ways we engage with each other, our clients, and our communities. At CTG, you’ll find a workplace where you are encouraged to grow, supported in your ambitions, and empowered to shape your own career journey. For more information, visit www.ctg.com.

CTG will consider for employment all qualified applicants including those with criminal histories in a manner consistent with the requirements of all applicable local, state, and federal laws.

CTG is an Equal Opportunity Employer. CTG will assure equal opportunity and consideration to all applicants and employees in recruitment, selection, placement, training, benefits, compensation, promotion, transfer, and release of individuals without regard to race, creed, religion, color, national origin, sex, sexual orientation, gender identity and gender expression, age, disability, marital or veteran status, citizenship status, or any other discriminatory factors as required by law. CTG is fully committed to promoting employment opportunities for members of protected classes.