Customer Service Coordinator II

Creative Solutions Services, LLC; Tewksbury (MA); On-site; USD 40,000 - 55,000; Full time

Job summary

Creative Solutions Services, LLC seeks a Customer Service Coordinator II in Tewksbury, MA to handle high-volume customer inquiries and orders. You will work with North American customers and cross-functional teams to ensure accurate information and timely resolution.

The role requires 2+ years in customer service, strong communication, and proficiency with Salesforce.com and PeopleSoft. Onsite schedule is Mon-Fri with 8-hour days, and a 06+ month duration is expected.

Qualifications

• 2+ years of cross-functional commercial or customer service experience.
• Ability to manage high call, email, and case volumes while maintaining accuracy.

Responsibilities

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

Skills

Verbal & written communication

Multi-tasking

Customer focus

Detail oriented

Problem solving

Adaptability

Meeting metrics

Team collaboration

Typing speed 50 WPM

Education

High school diploma or equivalent

Tools

Salesforce.com

PeopleSoft Order Management

Word

Excel

Job description

Title: Customer Service Coordinator II

Location: Tewksbury, MA - Onsite

Duration: 06+ Months

Schedule: Monday - Friday, 8 hour/day, 9:30 am - 6:00 pm

Interview Process: 2 Rounds - First Round Phone Screen with Direct Manager, Second Round Onsite Panel Interview.

Description:

• Preferred experience is 2 years customer service call center experience.
• Candidates need ability to multi-task with computers.

Scope of Position

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 client's Life Sciences 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 client's Life Sciences image in a positive manner and to led by example.

Day to Day 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 Education

• High school graduate or equivalent.

Preferred Years and Area of Experience

• 2+ years of cross functional commercial or customer service experience.

Required Skills

• 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.

Soft Skills

• Ability to work independently in a team environment and easily collaborate when necessary.
• Positive, enthusiastic and high energy.
• Dependable, committed, reliable and high work ethic.