PositionSummary
TheCustomer Service Coordinator serves as a liaison between our customers andinternal Colorcon departments. This position plays an integral role in meetingand exceeding our customers’ expectations, by ensuring a positive customerexperience is achieved through all touchpoints with the organization. TheCustomer Service Coordinator is accountable for enhancing customer relations,increasing customer loyalty and in turn increasing our commercial growth.
Responsibilities& Duties
Communication

• Support customers’ enquiries through multiple communication channels including phone, email, and chat.
• Follow up of enquiries for general questions with other internal departments, liaising as needed including Quality, Regulatory, Technical, Supply Chain, Commercial, and Shipping.
• Facilitating customers issues resolution, including progressing customer complaints to completion (RMA creation, coordinating returns, credit notes/invoices as needed)

OrderManagement

• Enter and process orders including calculating transit time and freight.
• Proactively communicate with customers to inform them of at-risk orders (fulfilment issues, delivery delays, etc.)
  Maintain accurate customer database and information on profiles.

Pricing

• Responsible for customer quotations for new business & follow-up on open quotes.
  Maintain price lists and send to customers when requested.

Technology

• My Colorcon Portal: Process new user registrations, pricing requests and requests for order changes or cancellations, assist customers with platform questions or issues.
• Navigate and perform tasks in multiple platforms quickly.

Teamwork

• Work independently and as a member of the team providing back-up & vacation coverage for other Customer Service Coordinators as needed to support the business.

• Interact with employees across the organization to gather information and make recommendations to drive process improvement.
  Share resources and foster a climate of trust within the team to strengthen team cohesion.
• Ability to deal with a variety of interpersonal styles and personalities in an appropriate and diplomatic manner.

Problem Solving

• Ability to handle a variety of nonstandard and complex inquiries.
• Understand the root issue the customer is facing and other related issues that may arise.