Client Services Specialist

JOB TITLE:

Client Service Specialist

ABOUT US:

Cold Chain Technologies is a leading global provider of reusable and single-use thermal packaging solutions for the shipment of temperature-sensitive material, principally serving the pharmaceutical, biotech, health care and medical device industries. With more than 50 years of experience in ensuring product safety in transit, CCT has built a reputation as the industry's most innovative and reliable provider to the largest global life sciences companies and has had a history of vigorous growth.

The company’s headquarters is in Franklin, MA, and is ISO 9001: 2015 registered. We have additional facilities in Nashville, TN, Center Valley PA, Elgin, IL and San Diego, CA. We are also distributing and manufacturing our products in Europe, Latin America and Asia. In addition, we work closely with sales and distribution partners in Mexico and Canada. Our design and ISTA-certified testing laboratories are highly recognized throughout the industry as world-class.

JOB DESCRIPTION

The Client Service Specialist is responsible for performing day to day activities in the customer service department; answer/distribute incoming calls, process customer orders, provide information in response to customer inquiries, resolve customer complaints, support sales team while providing unparalleled customer service. Works under general supervision in a team-based environment. Relies on limited experience and judgment to plan and accomplish day to day activities. Familiar with standard office procedures and technology.

Responsibilities:

• Provide exceptional customer service to all clients: scheduling, follow up, delivery confirmation, release programs.
• Accurately process customer quotes, orders, acknowledgements, return authorizations, set up new client accounts.
• Coordinate order management with the Customer, Planning, Shipping, and transportation when applicable.
• Answer customer FAQ’s regarding product, service, pricing, and delivery information questions in a timely and professional manner.
• Maintain client notes and records with the highest degree of accuracy in ERP systems.
• Field and distribute incoming phone calls and email inquiries. Qualify leads and inquiries – distribute to sales as required.
• Research and resolve customer concerns and complaints, escalate as needed
• Serve as liaison between the customer and other company departments - planning, manufacturing, shipping, transportation, etc.
• Develop a detailed knowledge of our programs, products, and services.
• Maintain and promote both an environment of continuous improvement and lean manufacturing practices.
• Participate in team, customer complaint and other meetings, projects and events as required.
• Follow company policies, procedures and designated SOPs and Work Instructions.
• Create SOPs and Work Instructions, as needed, for a growing and expanding company.
• Comply with all safety guidelines and standards as dictated by 5S practices.
• All other duties and responsibilities as assigned.

Requirements:

• Minimum 2+ years experience in customer service
• Excellent written and verbal communication skills
• Strong interpersonal skills and ability to work with others in a positive and collaborative manner
• Demonstrated ability to organize and work accurately, follow instructions/schedules/timelines and handle multiple priorities
• Must be flexible and able to adapt to changes in priorities with minimal supervision
• Excellent organizational skills, strong attention to detail, and outstanding follow up
• Proficient MS Office skills (Outlook, Word, Excel)
• Experience with ERP system
• High School Graduation or equivalent preferred
• Experience in the Manufacturing field a plus

Job Type: Full-time

Pay: $20.00 - $24.00 per hour

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Employee assistance program
• Flexible spending account
• Health insurance
• Life insurance
• Paid time off
• Vision insurance

Compensation package:

• Bonus opportunities
• Yearly bonus

Work Location: Hybrid remote in Franklin, MA 02038