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Customer Service Coordinator III in Tewksbury, MA at AccruePartners

Date Posted: 10/17/2018

Job Snapshot

Job Description

AccruePartners values our contract and consulting employees. We offer a competitive benefits package to meet the diverse needs of all of our contractor and consulting employees and their family members. Here is a listing of what our company offers: 401(k) Medical, Dental, Vision, Life Insurance, Employee Assistance Program, Medical and Prescription Drug, Short and Long-Term Disability Insurance. 

THE TEAM YOU WILL BE JOINING:

  • Fortune 500 manufacturing and technology organization with significant investment in R&D and Innovation
  • Rich history with over 150 years of significant growth and innovation
  • Expanding global footprint in North America, South America, Europe and Asia
  • Industry leader within all 8 divisions and leader in each
  • Known for growing talent internally and promoting internally

WHAT THEY OFFER YOU:

  • Culture: Highly collaborative, teamwork-oriented environment
  • Growth: Make an immediate impact in this high visibility role
  • Opportunity: Ability to drive change within organization with a focus on process improvement
  • Stability: Strong executive leadership team investing in its talent and elevating the global footprint

WHERE THIS POSITION IS LOCATED:

  • Tewksbury, Massachusetts

WHY THIS ROLE IS IMPORTANT:

  • Handle incoming 800# phone line (50-80 calls per day) in a timely and professional manner.
  • Interact on a daily basis with several other functions of the company and use multiple systems to ensure accurate information.
  • Provide 40,000 customers with product, price and availability information and assist with requests for certificates, proof of deliveries, order status, lot allocations, as well as coordinate resolution of specific problems.
  • Accurately enter and review orders to ensure proper customer information, product, price, quantity, payment terms and delivery information. Proactively initiate corrective actions to handle customer accommodations independently by using good judgment in routine cases.
  • Review order and delivery status with customers by sending confirmations / backorder reports as required by account. Process all order changes, including order cancellations.
  • Negotiate expedited deliveries with production planning schedulers and warehouses; independently determines appropriate method of shipment.
  • Providing alternative products as necessary.
  • Answer product and technical inquiries related to approximately 19,000+ product codes with the help of the online catalog and Scientific Support.
  • Assist with complaints processed by the Complaint team.
  • Organize and file purchase order copies/necessary documents in SharePoint for future reference.
  • 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.

THE BACKGROUND THAT FITS:

  • Bachelor's Degree required. Prefer degree in Life Science field.
  • Recent College Graduates without experience would be considered

Required:

  • 1-2 years of customer service and/or data entry experience or 2-4 years of call center experience required.
  • Ability to handle high call volume in a fast-pace environment and stay calm in face of adversity.
  • Excellent professional verbal and written communication skills.
  • Strong organizational, analytical and processing skills including ability to prioritize and multi-task.
  • Proficiency with Word, Excel, E-mail, Web. (PeopleSoft preferred.)
  • Customer focused and detail oriented and effective problem solver.
  • Independent worker who is able to troubleshoot and find appropriate resources for timely resolution.
  • Ability to meet or exceed MBOs.
  • Recognize areas for improvement and implement change.
  • On time attendance.

Desired Skills:

  • Experience in the Life Science industry or related field.
  • Experience with PeopleSoft Order Management or a comparable system.
  • Call center experience.
  • Soft Skills:
  • Ability to work independently in a team environment.
  • Positive, enthusiastic and high energy.
  • Dependable, committed, reliable and high work ethic.
  • Ability to foster excellent relationships.