Customer Service Coordinator I

Job Title: Customer Service Coordinator I

Location: Tewksbury, MA, 01876

Bill Rate: 24.44

Duration: 188 days

Shift Timings: Monday - Friday, 8 hour/day, 9:30am - 6:00pm

Note: Preferred experience is 2 years customer service call center experience. Candidates need ability to multi-task with computers. Interview Process: 2 Rounds - First Round Phone Screen with Direct Manager, Second Round Onsite Panel Interview. 6 months anticipated assignment, possibility of extension based on demand.

Summary Of Job

Act as the first line of contact on the 800# phone line working directly with North American customers and a wide spectrum of Corning Life Sciences employees including Sales Team, Accounting/Credit, New Accounts, Complaints, Pricing, Quality Control, Product Managers, Manufacturing, Warehouse/Distribution Center, Marketing and Scientific Support. Responsible for handling customer inquiries, order management, problem solving, troubleshooting, and maintaining excellent customer relationships while delivering world-class customer service.

Must-have/Required Skills

• High school graduate or equivalent
• 2 years of cross functional commercial or customer service experience preferred
• Ability to handle high work volume (phone, case and order entry volume) in a fast-paced environment and stay calm in face of adversity
• Excellent professional verbal and written communication skills
• Proficiency with Word, Excel, E-mail, and Web
• Ability to type at a 50-WPM average
• Customer focused, detail oriented, and effective problem solver
• Ability to independently seek timely resolution
• Ability to meet or exceed department metrics
• Adaptable in a rapidly changing environment
• Strong collaboration and teamwork skills
• On time attendance
  
  

Nice-to-have 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
  
  

Key Responsibilities And Duties

• 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 and 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 using good judgment in routine cases.
• Assist with complaints processed by the Complaint team.
• Maintain and update dealer/customer profiles and confirm that PeopleSoft notes, payment terms, carrier, and freight terms match the profile.
• Follow up with New Accounts team on necessary account setup changes.
• Ensure 100% follow-up to customers internally and externally.
• Attend Product/Technical training as scheduled.
• Promote Corning Life Sciences image in a positive manner and lead by example.
• Perform problem solving, troubleshooting, negotiating, and relationship building with customers and co-workers.