Job Description
Our client, a Business Manufacturing And Supply company, is looking for a Customer Service Coordinator II for their Tewksbury, MA location.
Responsibilities:
Requirements:
Why Should You Apply?
Responsibilities:
- Act as the first line of contact on the 800# phone line working directly with North American customers and a wide spectrum of client 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 Sciences image in a positive manner and to led by example.
- 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.
Requirements:
- Preferred experience is 2 years customer service call center experience.
- Candidates need ability to multi-task with computers.
- High school graduate or equivalent.
- 2+ years of cross functional commercial or customer service experience.
- Ability to handle high work volume (phone, case and order entry volume) in a fast-pace environment and stay calm in face of adversity.
- Excellent professional verbal and written communication skills
- Proficiency with Word, Excel, E-mail, Web.
- 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.
Why Should You Apply?
- Health Benefits
- Referral Program
- Excellent growth and advancement opportunities
Numbers & Facts
| Location | Tewksbury, MA |
| Industry | Management Consulting Services |
| Salary | $19.46–$22.46 Per Hour |
| Company Size | 2,000 to 2,499 employees |
| Year Founded | 2000 |
| Website | https://www.iconma.com/ |
Benefits
401K, Employee Referral Program, Life Insurance
About Company
ICONMA is a global information consulting management firm providing Professional Staffing Services and Project-Based Solutions for organizations in a broad range of industries.
- Corporate Headquarters in Troy, Michigan; 20+ locations worldwide.
- Certified Woman-Owned Business Enterprise (WBE); certified by Women’s Business Enterprise National Council, National Women Business Owners Corporation (NWBOC); and California Public Utilities Commission (CPUC).
- Founded in 2000
- 2000+ Employees
The company was founded on the principle that success is derived from delivering high quality service and resources in the most responsive, flexible, and innovative way. ICONMA invests in people and resources with a single goal: To provide our customers with the highest quality service in the most responsive manner. Through its network of offices, ICONMA provides the resources to help clients maintain their competitive advantage.
Skills
- Accountingunmatched
- Biologyunmatched
- Call Centersunmatched
- Cargo/Freightunmatched
- Case Managementunmatched
- Communication Skillsunmatched
- Corporate Policiesunmatched
- Corrective Actionunmatched
- Cross-Functionalunmatched
- Customer Relationsunmatched
- Customer Support/Serviceunmatched
- Customer/Client Researchunmatched
- Data Qualityunmatched
- Detail Orientedunmatched
- Distribution Servicesunmatched
- Distribution Warehousingunmatched
- Health Planunmatched
- High School Diplomaunmatched
- Identify Issuesunmatched
- Manufacturingunmatched
- Manufacturing Managementunmatched
- Marketingunmatched
- Metricsunmatched
- Microsoft Excelunmatched
- Microsoft Wordunmatched
- Multitaskingunmatched
- Negotiation Skillsunmatched
- Order Managementunmatched
- Order Processingunmatched
- Organizational Skillsunmatched
- Peoplesoftunmatched
- Presentation/Verbal Skillsunmatched
- Pricingunmatched
- Problem Solving Skillsunmatched
- Quality Controlunmatched
- Salesunmatched
- Salesforce.comunmatched
- Shipping/Receivingunmatched
- Team Playerunmatched
- Time Managementunmatched
- Writing Skillsunmatched
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