Location: Tewksbury, MA 01876 (Work performed 100% onsite)
Duration: 6 months contract
Shift: Monday through Friday, 8 hour/day between the hours of 8:00am and 6:00pm
Scope of Position:
- In this role, you will act as the first line of contact on the 800# phone line working directly with North American customers and a wide spectrum of client's Life Sciences employees including, Sales Team, Accounting/Credit, New Accounts, Complaints, Pricing, Quality Control, Product Managers, Manufacturing, Warehouse/Distribution Center, Marketing and Scientific Support. We look for you to attend to all questions and inquiries in a highly professional manner to effectively convey information internally and externally while assuring that our goal of world-class customer service is met.
- You will perform the full scope of customer service tasks including; problem solving, trouble shooting, negotiating and cultivating excellent relationships with customers and co-workers.
- It will be expected that you will have a full understanding of department and company procedures and policies and the ability to promote client's Life Sciences image in a positive manner and to led by example.
Day to Day Responsibilities:
- 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.
- Provide information and Accurate Order Entry/Order Management for a large customer base related to inventory, pricing, technical inquires, and shipping information.
- Dedicatedly initiate corrective actions to handle customer accommodations independently by using good judgment in routine cases.
- Assist with complaints processed by the Complaint team. • Maintain and update dealer/customer profiles and confirm that the PeopleSoft notes, payment terms, carrier, and freight terms match the profile. • Follow up with New Accounts team on necessary account set up changes.
- Responsible for ensuring 100% follow-up to customers internally and externally.
- Attend Product/Technical training as scheduled.
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.
Company:Integrated Resources, IncLocation:Tewksbury - Massachusetts - United StatesJob Types:ContractPost Date:November 2, 2021Valid Through:December 1, 2021