Customer Service Coordinator

New
  • Location
    Tewksbury, Massachusetts
  • Job type
    Contract/Temporary
  • Category
    Call Center & Customer Service - Customer Service

Adecco is currently assisting a local client in their search to fill an exciting Customer Service Coordinator role in Tewksbury, MA! Apply now if you meet the qualifications listed below!


This individual will act as the first line of contact on the 800# phone line working directly with North American customers and a wide spectrum of the 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. This individual will 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. They will perform the full scope of customer service tasks; problem solving, trouble shooting, negotiating and foster excellent relationships with customers and co-workers. They are expected to have a full understanding of department and company procedures and policies. They will promote the client’s Life Sciences image in a positive manner and lead by example.

Responsibilities, Qualifications, & Details:


• Handle incoming 800# phone line (50-80 calls per day) in a timely and professional manner.
• Interact on a daily basis with several other functions of the company and use multiple systems to ensure accurate information.
• Provide 40,000 customers with product, price and availability information and assist with requests for certificates, proof of deliveries, order status, lot allocations, as well as coordinate resolution of specific problems.
• Accurately enter and review orders to ensure proper customer information, product, price, quantity, payment terms and delivery information. Proactively initiate corrective actions to handle customer accommodations independently by using good judgment in routine cases.
• Review order and delivery status with customers by sending confirmations / backorder reports as required by account. Process all order changes, including order cancellations.
• Negotiate expedited deliveries with production planning schedulers and warehouses; independently determines appropriate method of shipment.
• Providing alternative products as necessary.
• Answer product and technical inquiries related to approximately 19,000+ product codes with the help of the online catalog and Scientific Support.
• Assist with complaints processed by the Complaint team.
• Organize and file purchase order copies/necessary documents in SharePoint for future reference.
• 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:

• Bachelor's Degree required - Prefer degree in Life Science field - Recent College Graduates without experience would be considered
• 1-2 years of customer service and/or data entry experience or 2-4 years of call center experience required.

Required Skills:
• Ability to handle high call volume in a fast-pace environment and stay calm in face of adversity.
• Excellent professional verbal and written communication skills.
• Strong organizational, analytical and processing skills including ability to prioritize and multi-task.
• Proficiency with Word, Excel, E-mail, Web. (PeopleSoft preferred.)
• Customer focused and detail oriented and effective problem solver.
• Independent worker who is able to troubleshoot and find appropriate resources for timely resolution.
• Ability to meet or exceed MBOs.
• Recognize areas for improvement and implement change.
• On time attendance.

Desired Skills:
• Experience in the Life Science industry or related field.
• Experience with PeopleSoft Order Management or a comparable system.
• Call center experience.

Soft Skills:
• Ability to work independently in a team environment.
• Positive, enthusiastic and high energy.
• Dependable, committed, reliable and high work ethic.
• Ability to foster excellent relationships.

Shift: Monday – Friday 8 hour/days between hours of 8am – 6pm
Note: Travel Requirements: Minimal


How to Apply: Click on “Apply Now” to be considered for this position or any other opportunities with Adecco.

IMPORTANT: This position is being recruited for by Adecco’s National Recruitment Center, not your local Adecco Branch Office. To be considered for this position, you must use the “apply now” button to submit your resume. If you have questions about the position, you may contact the recruiter recruiting for this position listed above. For other opportunities available at Adecco go to www.adeccousa.com.

If you have any questions surrounding the application process, please feel free to reach out to: Ibrahima.Diallo@Adeccona.com

The Adecco Group is a global leader in HR services. Our group connects over 700,000 associates with our business clients each day through our 6,600 offices in over 70 countries and territories around the world. We offer employment opportunities at any stage in your professional career. Contact us today to discuss available contract and direct hire positions. Adecco Group provides one of the most comprehensive benefits packages in the industry to contract workers to include Holiday, 401(k), Insurance Benefit Plans and Service/Anniversary Bonus opportunities.

Equal Opportunity Employer Minorities/Women/Veterans/Disabled


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Reference number US_EN_2_022862_403492