Customer Service Representative

Lancesoft; Waltham (MA); Hybrid; USD 38,000 - 54,000; Full time

Benefits offered by this job

Medical Insurance

Dental and Vision Insurance

401k Contributions

Critical Illness Insurance

Voluntary Permanent Life Insurance

Accident Insurance

Other Employee Perks

Job summary

LanceSoft is seeking a Customer Service Specialist in the United States (Massachusetts) to support internal and external customers during product purchases. The role is hybrid, with in-office Tue-Thu and optional work-from-home on Mon and Fri, and a 8:00 am–4:30 pm schedule.

Responsibilities include handling inquiries, processing orders, and maintaining accurate customer data in ERP and Salesforce, while ensuring SLA adherence and professional communication with stakeholders.

Qualifications

• 2+ years in a Customer Service role with a focus on loyalty.
• Life Sciences experience is a plus.
• Proficient with Microsoft Office and Salesforce.

Responsibilities

• Meet the challenges of a fast-paced environment while maintaining customer focus and professionalism.
• Process orders and inquiries according to guidelines and SLAs.
• Use ERP, Salesforce and other apps to register and maintain customer information and orders.
• Communicate order status, delivery, and invoicing to customers and the Business Development Manager.
• Collaborate with Sales, Support, Distribution and Finance to resolve issues quickly.
• Identify opportunities for process improvements and support efficiency initiatives.

Skills

Customer Service

Communication

Multitasking

Education

Bachelor’s degree or equivalent experience

Tools

Salesforce

Microsoft Office

Job description

Hybrid Tues-Thur in office, Mon & Fri optional work from home. Overtime is voluntary. Position shift (Days/Hours): Monday through Friday 8am to 4:30pm. Duration: 9 W, 4 D. Pay range: $33.50 hourly - $33.50 hourly.

Job description. The Customer Service Specialist role offers you a place on a multi-faceted, dynamic, and rewarding team focused on delivering best-in-class support. We are looking for an experienced Customer Service Specialist to join our organization to support our internal and external customers when purchasing products. The Customer Service team is responsible for ensuring the journey of our customers’ experience.

A Day in the Life:

• Meet the challenges of a fast-paced environment, while maintaining a customer focus and strong level of professionalism.
• Ensure each transaction is processed within company guidelines, customer specifications and established Service Level Agreement.
• Use our ERP System, Salesforce and other applications to register and maintain customer account information, process orders and research inquiries.
• Provide communication to customers and Business Development Manager to confirm order, delivery, and invoicing.
• Proactively research delays, collaborate with supporting teams for resolution. Communicate all changes to customer and Business Development Manager.
• Investigate customer complaints and inquiries by collaborating with all supporting teams such as Sales, Support, Distribution and Finance for quick resolution.
• Monitor customer feedback from Satisfaction Survey, contact any unfavorable responses for resolution and report details.
• Answer inbound customer phone calls and inquiries, check voicemails and triage to correct team.
• Ability to identify opportunities for process improvement, collaborate with team and leader to build efficiencies.

Education

• Bachelor’s degree or equivalent experience

Qualifications - Experience, technical skills

• Proven success in a Customer Service role for 2+ years with a passion for building customer loyalty. If you have experience in a similar role within Life Sciences, it s an advantage.
• Documented experience in Microsoft Office and SalesForce programs and an ability to learn other software and ERP systems.
• Excellent language skills, both verbally and written, in English is mandatory.

Competencies - Personal skills and abilities

As a person you should have strong organizational skills as well as the ability to communicate with both customers and internal stakeholders in a clear and friendly way. In this role it is crucial to be good at multitasking while keeping a strong customer focus and to thrive in a fast-paced environment. Finally at Olink we have a commitment to implementing feedback as a means to achieving individual and company performance goals.

Employee Benefits:

At LanceSoft, full time regular employees who work a minimum of 30 hours a week or more are entitled to the following benefits:

• Four options of medical Insurance
• Dental and Vision Insurance
• 401k Contributions
• Critical Illness Insurance
• Voluntary Permanent Life Insurance
• Accident Insurance
• Other Employee Perks

About LanceSoft

LanceSoft is rated as one of the largest staffing firms in the US by SIA. Our mission is to establish global cross-culture human connections that further the careers of our employees and strengthen the businesses of our clients. We are driven to use the power of our global network to connect businesses with the right people, and people with the right businesses without bias. We provide Global Workforce Solutions with a human touch.