2 years of customer service call center experience.
Candidates need the ability to multi-task with computers.
Summary
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.
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.
Perform the full Product of customer service tasks including problem solving, troubleshooting, negotiating, and cultivating excellent relationships with customers and co-workers.
Maintain a full understanding of department and company procedures and policies.
Promote client’s Life Sciences' image in a positive manner and lead 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 inquiries, and shipping information.
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 the New Accounts team on necessary account setup changes.
Ensure 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-paced environment and stay calm in the face of adversity.
On-time attendance.
Excellent professional verbal and written communication skills.
Proficiency with Word, Excel, E-mail, and Web.
Ability to type at an average of 50 WPM.
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 able to 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.
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.
Numbers & Facts
Location
Tewksbury, MA
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