CTG CUSTOMER SERVICE COORDINATOR III in Tewksbury, Massachusetts
CUSTOMER SERVICE COORDINATOR III
Tewksbury, Massachusetts, United States
3 days agoPost Date
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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: 12+ months
Location: Tewksbury, MA
Job Title: Customer Service Representative III
Work Hours: Core business hours are 8:30 a.m. to 5:00 p.m. Monday through Friday
Schedule could change after training has been successfully completed to work 9:00 a.m. to 6:00 p.m. Overtime would not be offered and is not anticipated at this time.
Pay Range: $20-22.50/hour, depending on experience level
This individual will act as the first line of contact on the 800# phone line working directly with North American dealers/customers. This individual will also work with a wide spectrum of employees from many different functions including, Account Managers, regional sales/commercial managers, accounting/credit, quality control, product managers, manufacturing, warehouse, transportation, marketing and technical support. They will attend to all questions and inquiries in a highly professional manner while assuring that our goal of world class customer service is met.
Day to Day Responsibilities:
•Assist dealers/customers on the incoming 800# phone line in a timely and professional manner. Answer approximately 50-80 calls per day.
•Provide 2,000 dealers/customers with product, price and availability information.
•Accurately enter and maintain sales orders and sample requests received from dealers/customers by way of telephone, mail, e-mail and fax. Utilize credit card application for credit card orders. Review all orders for proper customer information, product, price, quantity, payment and delivery information. Proactively initiates actions and resolves any questionable areas.
•Review orders for special pricing requirements and coordinate approved price over-rides as needed.
•Review order and delivery status with dealers/customers by sending 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.
•Cross sell and up sell products, providing alternative products as necessary.
•Handle technical inquiries related to products and their applications.
•Answer product and technical questions for approximately 3000+ product codes in the areas of Cell Culture, Molecular Biology, Bioprocess, Assay Products, Liquid Handling and Equipment, HTS and Assay, Automation, Microbiology, and Pyrex. Utilize the Product Selection Guide, information available via FileMaker Pro, and the online catalog.
•Use multiple database systems and tools to ensure accurate information to the dealer/customer.
•Manage and research dealer/customer complaints in the complaint system. Process product returns, replacements or credits as necessary.
•Support Account Managers in assigned territories with complaints, issues, and sample requests.
•Organize and file purchase order copies and necessary documents in file/folders for future reference.
•Assist dealers/customers with requests for certificates, proof of deliveries, backorder information, samples and order status information, and lot allocations.
•Coordinate resolution of specific problems with customer, plant, account team and the Distribution Center.
•Interact on a daily basis with several other functions of the company, such as Account Managers, Marketing, Distribution, Accounting/Credit, Quality Control, Manufacturing and Vendors.
•Maintain and update dealer/customer profiles and confirm that the PeopleSoft notes, 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 dealers/customers internally and externally.
•Handle customer accommodations independently by using good judgment without consulting management in routine cases.
•Attend Product/Technical training as scheduled.
•Effectively and professionally convey information internally and externally.
•Perform the full scope of customer service tasks; problem solving, trouble shooting, negotiating.
•Foster excellent relationships with dealers/customers and co-workers.
•Expected to have a full understanding of department and company procedures and policies.
•Promote company image in a positive manner and lead by example.
Educational and Experience:
•Minimum 2 years of customer service experience or Minimum 2 years of call center experience
•Attendance required with minimal absences
•Previous experience in a call center environment
•Previous experience with MS Office Suite (Outlook, MS Word, and Excel)
•Data Entry experience
•On time attendance.
•Excellent professional verbal and written communication skills.
•Proficiency with Word, Excel, E-mail, Web. (PeopleSoft and SalesForce.com preferred.)
•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.
•Experience in the Life Science industry or related field.
•Experience with PeopleSoft Order Management or a comparable system.
•Experience with SalesForce.com case management.
•No third party resumes will be accepted
•Drug testing and/or other employment-related inquiries may be conducted
•CTG will consider for employment qualified applicants with criminal histories in a manner consistent with the requirements of all applicable local, state, and federal laws.
•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
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 Function: Customer Support
Education Level: Bachelor's Degree (±16 years)
Work Remote: No