Customer Service Coordinator II

Location: Tewksbury, MA – 100% Onsite
Schedule: Monday–Friday, 9:30 AM–6:00 PM
Hours: 8 hours per day

Position Overview

The Customer Service Coordinator II serves as a primary point of contact for North American customers, handling a high volume of inbound phone calls, emails, cases, and orders.

This position works closely with customers and cross-functional internal teams, including Sales, Accounting/Credit, New Accounts, Complaints, Pricing, Quality Control, Product Management, Manufacturing, Warehouse/Distribution, Marketing, and Scientific Support.

The ideal candidate will provide professional, responsive customer service while managing order entry, order management, Salesforce case management, customer inquiries, troubleshooting, and issue resolution in a fast-paced environment.

Key Responsibilities

Customer Service & Case Management

• Serve as a first-line contact for customers through the primary customer service phone line.
• Handle a high volume of incoming customer inquiries via phone and email.
• Manage a high volume of customer cases and order-related inquiries using Salesforce.com.
• Respond professionally and accurately to internal and external customer questions.
• Troubleshoot customer issues and independently identify appropriate solutions.
• Maintain 100% follow-up on outstanding internal and external customer requests.
• Build and maintain strong relationships with customers and internal business partners.
• Assist with customer complaints in coordination with the Complaints team.
• Meet or exceed established departmental service and performance metrics.

Order Entry & Order Management

• Perform accurate, high-volume order entry and order management for a large customer base.
• Provide customers with information regarding:
  • Inventory and product availability
  • Pricing
  • Shipping and delivery
  • Technical inquiries
  • Order status
• Utilize multiple systems to research and provide accurate customer and order information.
• Initiate corrective actions and customer accommodations using sound judgment.
• Ensure orders and customer information are processed accurately and within required timelines.

Account & Customer Data Management

• Maintain and update dealer and customer profiles.
• Verify that PeopleSoft information, including notes, payment terms, carrier information, and freight terms, accurately matches customer profiles.
• Coordinate with the New Accounts team regarding account setup changes.
• Maintain accurate customer and account information across applicable systems.
• Ensure customer documentation and system records remain current and accurate.

Cross-Functional Collaboration

• Partner regularly with:
  • Sales
  • Accounting and Credit
  • New Accounts
  • Pricing
  • Quality Control
  • Product Management
  • Manufacturing
  • Warehouse and Distribution
  • Marketing
  • Scientific Support
• Communicate customer requirements and issues effectively across departments.
• Participate in scheduled product and technical training.
• Identify opportunities to improve processes and support continuous improvement initiatives.

Required Qualifications

• High school diploma or equivalent.
• Strong experience handling high-volume phone, case management, and order-entry workloads.
• Ability to succeed in a fast-paced, deadline-driven environment.
• Excellent professional verbal and written communication skills.
• Strong customer-service orientation.
• Excellent attention to detail.
• Strong problem-solving and troubleshooting skills.
• Ability to independently research issues and identify timely resolutions.
• Proficiency with:
  • Microsoft Word
  • Microsoft Excel
  • Email
  • Web-based applications
• Typing speed of approximately 50 WPM.
• Ability to meet or exceed departmental performance metrics.
• Reliable and punctual attendance.
• Ability to adapt to changing priorities and business requirements.

Preferred Qualifications

• 2 years of cross-functional commercial or customer service experience.
• Previous call center experience.
• Experience with Salesforce.com case management.
• Experience with PeopleSoft Order Management or a comparable ERP/order management system.
• Experience within the Life Sciences industry or a related field.
• Previous experience supporting high-volume order processing and customer inquiries.