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Customer Service Coordinator I

Integrated Resources, Inc

Tarboro, NC

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JOB DETAILS
SKILLS
Accounting, Biology, Call Centers, Cargo/Freight, Case Management, Communication Skills, Computer Systems, Corporate Policies, Corrective Action, Cross-Functional, Customer Relations, Customer Support/Service, Customer/Client Research, Data Quality, Detail Oriented, Distribution Services, Distribution Warehousing, High School Diploma, Identify Issues, Manufacturing, Marketing, Metrics, Microsoft Excel, Microsoft Word, Multitasking, Negotiation Skills, Order Management, Order Processing, Organizational Skills, Peoplesoft, Presentation/Verbal Skills, Pricing, Problem Solving Skills, Quality Control, Sales, Salesforce.com, Team Player, Time Management, Writing Skills
LOCATION
Tarboro, NC
POSTED
1 day ago
Duration: 6 months, possibility of extension
Schedule: Monday - Friday, 8 hour/day, 9:30am - 6:00pm

Job Description:
  • Experience Required:
    • 2+ years of customer service/call center experience.
    • Candidates must have the ability to multi-task while working with multiple computer systems.

Product of Position
  • 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 employees, including:
    • Sales Team
    • Accounting/Credit
    • New Accounts
    • Complaints
    • Pricing
    • Quality Control
    • Product Managers
    • Manufacturing
    • Warehouse/Distribution Center
    • Marketing
    • Scientific Support
  • Attend to all questions and inquiries in a highly professional manner.
  • Effectively convey information internally and externally while ensuring world-class customer service.
  • Perform the full Product of customer service tasks, including:
    • Problem solving
    • Troubleshooting
    • Negotiating
    • Building and maintaining excellent relationships with customers and co-workers
  • Maintain a thorough understanding of department and company procedures and policies.
  • Promote client s image in a positive manner and lead by example.

Day-to-Day Responsibilities
  • Handle high-volume incoming orders received via phone and email.
  • Manage a high volume of case management activities related to inquiries and orders in SalesForce.com.
  • Interact daily with internal and external contacts using multiple systems to ensure accurate information.
  • Provide accurate order entry and order management for a large customer base related to:
    • Inventory
    • Pricing
    • Technical inquiries
    • Shipping information
  • Independently initiate corrective actions to resolve routine customer accommodations using sound judgment.
  • Assist with complaints processed by the Complaint team.
  • Maintain and update dealer/customer profiles, ensuring PeopleSoft notes, payment terms, carrier, and freight terms match the customer profile.
  • Follow up with the New Accounts team on necessary account setup changes.
  • Ensure timely follow-up with customers, both internally and externally.
  • Attend product and technical training as scheduled.

Required Education
  • High school graduate or equivalent.

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 management, and order entry) in a fast-paced environment while remaining calm under pressure.
  • Excellent professional verbal and written communication skills.
  • Proficiency with:
    • Microsoft Word
    • Microsoft Excel
    • Email
    • Web applications
  • Typing speed of 50 WPM average.
  • Customer-focused, detail-oriented, and an effective problem solver who can independently achieve timely resolutions.
  • Ability to meet or exceed department metrics.
  • Adaptable in a rapidly changing environment with the ability to identify areas for improvement and support continuous progress.
  • Reliable attendance.

Desired Experience / Qualifications / Skills
  • Experience in the Life Science industry or a 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 collaborate effectively when needed.
  • Positive, enthusiastic, and high energy.
  • Dependable, committed, reliable, with a strong work ethic.

About the Company

I

Integrated Resources, Inc

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