What are the responsibilities and job description for the Customer Service Coordinator II position at TalentBurst, Inc.?
Location: Tewksbury, MA - Onsite
Duration: 06 Months
Schedule: Monday - Friday, 8 hour/day, 9:30 am - 6:00 pm
Interview Process: 2 Rounds - First Round Phone Screen with Direct Manager, Second Round Onsite Panel Interview.
Description:
- Preferred experience is 2 years customer service call center experience.
- Candidates need ability to multi-task with computers.
In this role, you will 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.
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's Life Sciences image in a positive manner and to led 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 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.
- Attend Product/Technical training as scheduled.
- 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.
- On time attendance.
- Excellent professional verbal and written communication skills
- Proficiency with Word, Excel, E-mail, Web.
- Can type at a 50-WPM average.
- 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.
- 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.
- 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.
#TB_PH
#ZR
Why TalentBurst?
At TalentBurst, we deliver more than talent, we deliver outcomes. We partner with you to move quickly and connect you to opportunities aligned with your skills and long term growth.
Backed by precision, transparency, and results, we connect top talent with leading organizations through trusted partnerships.
We offer competitive compensation and comprehensive benefits, including medical, dental, vision, and retirement options.
TalentBurst is an equal opportunity employer committed to an inclusive and diverse workforce.
Founded in 2002 by three former Monster.com executives; TalentBurst is an award-winning full-service Staffing Firm working directly with Fortune 500 companies in the US and Canada. We specialize in Contract and Contract to Permanent roles across many industries and have direct/contractual relationships with all our clients. Please visit our website www.talentburst.com or come meet us at our offices in Natick, MA, Miami, FL, Christiansburg, VA, Vineland, NJ, Houston, TX & downtown San Francisco, CA