CTG Call Center Representative in Tewksbury, Massachusetts

Title: Call Center Representative

Location: US-MA-Tewksbury

Job Number: 18210468

Come join us and grow your career with CTG! CTG has worked with this international, Fortune 500 end-client for over 15 years! Apply with CTG for this exciting opportunity!

Duration: Consulting Position, 12 months

Location: Tewksbury, Massachusetts 01876

Job Title: Customer Service Coordinator

Shift: Monday through Friday, 8 hours/day between the hours of 8:00am and 6:00pm

Scope of Position:

This individual will act as the first line of contact on the 800# phone line working directly with North American customers and a wide spectrum of Corning Life Sciences employees including, Sales Team, Accounting/Credit, New Accounts, Complaints, Pricing, Quality Control, Product Managers, Manufacturing, Warehouse/Distribution Center, Marketing and Scientific Support. This individual will 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. They will perform the full scope of customer service tasks; problem solving, trouble shooting, negotiating and foster excellent relationships with customers and co-workers. They are expected to have a full understanding of department and company procedures and policies. They will promote Corning Life Sciences image in a positive manner and lead by example.

Day to Day Responsibilities:

  • Handle incoming 800# phone line (50-80 calls per day) in a timely and professional manner.

  • Interact on a daily basis with several other functions of the company and use multiple systems to ensure accurate information.

  • Provide 40,000 customers with product, price and availability information and assist with requests for certificates, proof of deliveries, order status, lot allocations, as well as coordinate resolution of specific problems.

  • Accurately enter and review orders to ensure proper customer information, product, price, quantity, payment terms and delivery information. Proactively initiate corrective actions to handle customer accommodations independently by using good judgment in routine cases.

  • Review order and delivery status with customers by sending confirmations / backorder reports as required by account. Process all order changes, including order cancellations.

  • Negotiate expedited deliveries with production planning schedulers and warehouses; independently determines appropriate method of shipment.

  • Providing alternative products as necessary.

  • Answer product and technical inquiries related to approximately 19,000 product codes with the help of the online catalog and Scientific Support.

  • Assist with complaints processed by the Complaint team.

  • Organize and file purchase order copies/necessary documents in SharePoint for future reference.

  • 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 Experience and Skills:

  • Bachelor's Degree required. Prefer degree in Life Science field.

  • Recent College Graduates without experience would be considered

  • 1-2 years of customer service and/or data entry experience or 2-4 years of call center experience required.

  • Ability to handle high call volume in a fast-pace environment and stay calm in face of adversity.

  • Excellent professional verbal and written communication skills.

  • Strong organizational, analytical and processing skills including ability to prioritize and multi-task.

Additional Information

  • No third party resumes will be accepted

  • Drug testing and/or other employment-related inquiries may be conducted

  • All interested individuals MUST be able to work on a W2 Tax basis (no C2C or third party vendors)

  • Candidates must currently reside in USA or Canada

  • CTG is an Equal Employment Opportunity employer

  • CTG is an E-Verify Company

To be considered for this opportunity, please apply directly through our website by clicking the link below or email your Word version resume to rachel.bruso@ctg.com


CTG (NASDAQ: CTG) provides industry-specific IT services and solutions that address the business needs and challenges of clients in high-growth industries in North America and Western Europe. CTG also provides strategic staffing services for major technology companies and large corporations. Backed by more than 50 years of experience and proprietary methodologies, CTG has a proven track record of reliably delivering high-value, industry-specific staffing services and solutions to its clients. CTG has operations in North America, Western Europe, and India.

CTG's greatest asset is its people, and as such, we are committed to providing employees programs and processes to support their performance, hone their skills, and advance in their careers. This commitment is reflected by CTG being named a Best Places to Work in Healthcare company by Modern Healthcare (2013-2016) in North America, and a Best Workplace in the United Kingdom (2013), Belgium (since 2007), and Luxembourg (since 2011).

CTG will consider for employment all qualified applicants including those with criminal histories in a manner consistent with the requirements of all applicable local, state, and federal laws.

CTG is an Equal Opportunity/Affirmative Action Employer and strong advocate of workforce diversity. Minority/Female/Sexual Orientation/Gender Identity/Disability/Veteran.

Job: Customer Service