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SalaryJob Description
Job Title: Customer Service Coordinator III
Duration: 06+ Months with possible extension
Location: Tewksbury, MA 01876
Position Type: Onsite
Shift: Monday through Friday, 8 hour/day between the hours of 8:00am and 6:00pm
Rate: $22.00/hr on w2
Note: Only W2 Candidates (US Citizen or Green Card Holder)
Job Description
Preferred experience is 2 years call center experience or equivalent. Candidates need the ability to multi-task and must be proficient on a computer.
Scope of Position: In this role, you will act as the first line of contact with North America customers and a wide variety of internal departments. You will Enter / update orders into ERP system and usher them through to shipment by working with customers and other internal functions (such as supply and demand planners, distribution center team, finance, product line managers salespeople, pricing, etc.) to remove obstacles to shipment. Attend to Customer Service inquiries (both externally and internally). The full scope of customer service tasks includes (but is not limited to); problem solving, trouble shooting, negotiating, and cultivating excellent relationships with customers, co-workers and internal departments. It will be expected that you will have a full understanding of department and company procedures and policies and the ability to promote Corning Life Sciences image in a positive manner and to led by example.
Day to Day Responsibilities (including but not limited to):
- Lead the implementation of changes to systems or processes based on new company policies or procedures; this includes leading Customer Services’ transition to SAP in the region.
- Monitoring, analyzing, and collecting data on the flow of end-customer and distributor orders and for the resolution of issues either wholistically or individually by partnering with CS, Distribution, Supply Chain, and customers.
- Review orders submitted reports daily and resolve issues preventing entry into ERP.
- Review hold reports daily and resolve issues that are adversely impacting our ability to ship product.
- Review open order reports daily and resolve issues that are adversely impacting our ability to ship product.
- Review distributor reconciliation analysis reports and update orders in ERP to resolve imbalances.
- Lead the implementation of changes to systems or processes based on new company policies or procedures; this includes leading Customer Services’ transition to SAP in the region.
- Investigate and resolve any data discrepancies in a timely manner and present findings to management.
- Identify trends and exception outliners, identify root cause.
- Make recommendation to improve reporting and processes.
- Monitoring customer accounts to identify problems and resolve issues before they become serious problems for the company.
- Assist with internal technical support and special projects as needed.
- Handle incoming high order volume received via phone and email.
- Handle high volume of Case Management related to inquiries and orders in SalesForce.com.
- Interact daily with internal/external contacts using multiple systems to ensure accurate information.
Hours of work/work schedule/flex-time:
- Monday through Friday, 8 hour/day between the hours of 8:00am and 6:00pm
Required Education:
- High school graduate or equivalent.
Required Years and Area of Experience:
- 2+ years of cross functional commercial or customer service experience.
Required Skills:
- Ability to handle high work volume (phone, case and order entry volume) in a fast-pace environment and stay calm in face of adversity.
- On time attendance.
- Excellent professional verbal and written communication skills
- Proficiency with Word, Excel, E-mail, Web.
- Can type at a 50-WPM average.
- Customer focused, detail oriented and effective problem solver who can independently seek a timely resolution.
- Ability to meet or exceed Department Metrics.
- Adaptable in a rapidly changing environment and can easily recognize areas for improvement and help facilitate forward movement.
Desired Experience / Qualifications / Skills:
- Experience in the Life Science industry or related field.
- Experience with PeopleSoft Order Management or a comparable system.
- Experience with SalesForce.com case management.
- Call center experience.
Soft Skills:
- Ability to work independently in a team environment and easily collaborate when necessary.
- Positive, enthusiastic, and high energy.
- Dependable, committed, reliable and high work ethic.
