Customer Service Coordinator

Customer Service Coordinator

Location: Tarboro, NC (100% Onsite)
Schedule: Monday–Friday, 9:30 AM – 6:00 PM
Assignment Length: Approximately 6 months, with potential for extension based on business needs.

Interview Process:

• Round 1: Phone interview with Hiring Manager
• Round 2: Onsite panel interview

Position Summary

The Customer Service Coordinator I serves as the first point of contact for customers and internal business partners, providing exceptional support through phone and email communication. This role is responsible for high-volume order entry, case management, customer account support, and issue resolution while working closely with cross-functional teams to ensure an outstanding customer experience.

The ideal candidate thrives in a fast-paced call center environment, possesses strong multitasking skills, and is committed to delivering world-class customer service.

Key Responsibilities

Customer Service & Order Management

• Serve as the primary point of contact for customer inquiries received via phone and email.
• Process a high volume of customer orders accurately and efficiently.
• Manage customer cases using CRM software.
• Provide information regarding product availability, pricing, shipping, inventory, and technical inquiries.
• Perform accurate order entry and order management activities.

Customer Account Support

• Maintain and update customer and dealer account information.
• Verify customer profiles, payment terms, freight information, and shipping details.
• Coordinate with internal teams regarding new account setup and account updates.
• Ensure timely follow-up with customers and internal departments.

Issue Resolution

• Independently resolve routine customer issues using sound judgment.
• Coordinate corrective actions and customer accommodations when appropriate.
• Support complaint resolution activities in partnership with the Quality and Complaint teams.
• Troubleshoot order and account issues while maintaining a high level of customer satisfaction.

Cross-Functional Collaboration

• Work closely with Sales, Accounting, Credit, Pricing, Quality, Product Management, Manufacturing, Warehouse, Distribution, Marketing, Scientific Support, and other internal teams.
• Attend product and technical training sessions as required.
• Support continuous improvement initiatives and departmental objectives.

Required Qualifications

• High school diploma or equivalent.
• Minimum of 2 years of customer service or commercial support experience.
• Previous call center experience.
• Strong ability to multitask while handling high phone, email, and order volumes.
• Excellent verbal and written communication skills.
• Strong customer service and problem-solving abilities.
• Detail-oriented with excellent organizational skills.
• Ability to work independently while collaborating effectively within a team.
• Ability to type approximately 50 words per minute.
• Proficiency with:
  • Microsoft Word
  • Microsoft Excel
  • Email applications
  • Web-based systems

Preferred Qualifications

• Experience in the Life Sciences or related industry.
• Experience with PeopleSoft Order Management or similar ERP systems.
• Experience using Salesforce for customer case management.
• Experience working in a high-volume customer service environment.

Core Competencies

• Customer-focused mindset
• Strong multitasking abilities
• Excellent organizational skills
• Effective problem solving
• Attention to detail
• Professional communication skills
• Adaptability in a fast-paced environment
• Strong work ethic and dependability
• Team collaboration
• Commitment to meeting performance metrics