Customer Service Coordinator

Location: Tewksbury, MA (Onsite)
Schedule: Monday – Friday | 9:30 AM – 6:00 PM

Interview Process

• Round 1: Phone Interview with Hiring Manager
• Round 2: Onsite Panel Interview

Position Overview

The Customer Service Coordinator I serves as the first point of contact for customers through a high-volume 800-number phone line and email communication. This role supports North American customers while collaborating with multiple internal departments, including Sales, Accounting, Credit, New Accounts, Complaints, Pricing, Quality Control, Product Management, Manufacturing, Warehouse/Distribution, Marketing, and Scientific Support.

The ideal candidate will provide exceptional customer service, process orders accurately, resolve customer issues, and build strong relationships with both customers and internal stakeholders. Success in this role requires excellent communication skills, strong multitasking abilities, attention to detail, and the ability to thrive in a fast-paced environment.

Key Responsibilities

Customer Service & Order Management

• Manage high volumes of customer inquiries received via phone and email.
• Process customer orders accurately and efficiently.
• Provide information regarding inventory availability, pricing, technical inquiries, and shipping status.
• Ensure timely follow-up and resolution of customer requests and issues.
• Build and maintain positive customer relationships through professional communication and service.

Case Management

• Handle a high volume of customer inquiries and cases within Salesforce.com.
• Investigate and resolve routine customer concerns independently using sound judgment.
• Coordinate with internal teams to ensure prompt issue resolution and customer satisfaction.

Account Maintenance

• Maintain and update customer and dealer account information.
• Verify account profiles, payment terms, freight terms, shipping information, and related documentation.
• Coordinate with the New Accounts Team regarding account setup updates and changes.

Cross-Functional Collaboration

• Work closely with internal departments to ensure accurate information sharing and issue resolution.
• Support complaint resolution activities in partnership with the Complaints Team.
• Participate in product and technical training programs to maintain product knowledge.

Performance & Compliance

• Meet or exceed departmental productivity and quality metrics.
• Maintain a high level of professionalism and customer focus.
• Adhere to company policies, procedures, and service standards.

Required Qualifications

Education

• High School Diploma or equivalent required.

Experience

• Minimum 2 years of customer service experience preferred.
• Call center experience preferred.
• Experience handling high-volume phone and order processing environments preferred.

Technical Skills

• Proficiency with:
  • Microsoft Word
  • Microsoft Excel
  • Email applications
  • Web-based systems
• Typing speed of approximately 50 words per minute.
• Ability to navigate multiple computer systems simultaneously.
• Experience with Salesforce.com case management preferred.
• Experience with PeopleSoft Order Management or similar ERP/order management systems preferred.

Required Competencies

• Strong customer service orientation.
• Excellent verbal and written communication skills.
• Ability to manage a high volume of calls, cases, and orders while maintaining accuracy.
• Strong problem-solving and troubleshooting abilities.
• Detail-oriented with excellent organizational skills.
• Ability to work independently and prioritize multiple tasks.
• Adaptability in a rapidly changing environment.
• Ability to remain calm and professional under pressure.
• Reliable attendance and strong work ethic.

Preferred Qualifications

• Experience within the Life Sciences industry or a related field.
• Experience working with ERP or order management systems.
• Salesforce.com experience.
• Previous call center experience.

Soft Skills

• Positive, enthusiastic, and professional demeanor.
• Strong team collaboration skills.
• Self-motivated and dependable.
• High level of accountability and commitment.
• Ability to build strong working relationships across multiple departments.
• Energetic, adaptable, and customer-focused mindset.