Customer Service Coordinator I

Position Summary

The Customer Service Representative serves as the first point of contact for North American customers through the 800-line support channel. This role partners closely with customers and cross functional teams to deliver a world class customer experience.

The ideal candidate is professional, detail oriented, and thrives in a fast paced environment. This position requires strong communication skills, problem solving abilities, and the capability to manage a high volume of customer inquiries, order processing, and case management activities while maintaining exceptional service standards.

You will work collaboratively with internal departments including Sales, Accounting/Credit, New Accounts, Complaints, Pricing, Quality Control, Product Management, Manufacturing, Warehouse/Distribution, Marketing, and Scientific Support.

Key Responsibilities

• Manage a high volume of incoming customer inquiries via phone and email
• Process and manage a high volume of cases and orders within Salesforce.com
• Accurately enter and manage customer orders, ensuring timely and precise order fulfillment
• Provide customers with information related to inventory, pricing, shipping, and technical inquiries
• Collaborate daily with internal and external contacts across multiple systems to ensure accurate communication and service
• Independently resolve customer concerns and initiate corrective actions using sound judgment
• Support the Complaint team with customer complaint processing and follow up activities
• Maintain and update customer and dealer account profiles, including:
  • Payment terms
  • Carrier and freight information
  • Account notes
• Coordinate with the New Accounts team regarding account setup updates and changes
• Ensure consistent and timely follow up with customers and internal stakeholders
• Participate in scheduled product and technical training sessions
• Promote a positive company image while delivering exceptional customer service 

Required Qualifications

Education

• High school diploma or equivalent required

Experience

• Minimum of 2 years of customer service or cross functional commercial experience

Required Skills

• Ability to manage high phone, order entry, and case management volume in a fast paced environment
• Strong verbal and written communication skills
• Excellent customer service and problem solving abilities
• Detail oriented with strong organizational skills
• Ability to work independently and make sound decisions
• Proficiency in:
  • Microsoft Word
  • Microsoft Excel
  • Email and web based systems
• Typing speed of at least 50 WPM
• Ability to meet or exceed departmental performance metrics
• Adaptability and willingness to support continuous improvement initiatives
• Reliable attendance and punctuality

Preferred Qualifications

• Experience within the Life Sciences industry or a related field
• Experience using PeopleSoft Order Management or similar ERP systems
• Experience with Salesforce.com case management
• Previous call center experience

Desired Soft Skills

• Positive, enthusiastic, and high energy attitude
• Strong work ethic with dependable and reliable performance
• Ability to work independently while collaborating effectively within a team environment
• Calm and professional under pressure
• Strong interpersonal and relationship building skills