Customer Service Coordinator I

Job Title: Customer Service Coordinator I

Location: Tewksbury MA 01876

Duration: 188 days

Shift Timings: Monday - Friday 8 hour/day 9:30am - 6:00pm

Note: Preferred experience is 2 years customer service call center experience. Candidates need ability to multi-task with computers. Interview Process: 2 Rounds - First Round Phone Screen with Direct Manager Second Round Onsite Panel Interview. 6 months anticipated assignment possibility of extension based on demand.

Summary of Job:

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. Responsible for handling customer inquiries order management problem solving troubleshooting and maintaining excellent customer relationships while delivering world-class customer service.

Must-have/Required skills:

• High school graduate or equivalent
• 2 years of cross functional commercial or customer service experience preferred
• Ability to handle high work volume (phone case and order entry volume) in a fast-paced environment and stay calm in face of adversity
• Excellent professional verbal and written communication skills
• Proficiency with Word Excel E-mail and Web
• Ability to type at a 50-WPM average
• Customer focused detail oriented and effective problem solver
• Ability to independently seek timely resolution
• Ability to meet or exceed department metrics
• Adaptable in a rapidly changing environment
• Strong collaboration and teamwork skills
• On time attendance

Nice-to-have skills:

• Experience in the Life Science industry or related field
• Experience with PeopleSoft Order Management or a comparable system
• Experience with case management
• Call center experience

Key responsibilities and duties:

• Handle incoming high order volume received via phone and email.
• Handle high volume of Case Management related to inquiries and orders in .
• Interact daily with internal and 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 inquiries and shipping information.
• Initiate corrective actions to handle customer accommodations independently using good judgment in routine cases.
• Assist with complaints processed by the Complaint team.
• Maintain and update dealer/customer profiles and confirm that PeopleSoft notes payment terms carrier and freight terms match the profile.
• Follow up with New Accounts team on necessary account setup changes.
• Ensure 100% follow-up to customers internally and externally.
• Attend Product/Technical training as scheduled.
• Promote Corning Life Sciences image in a positive manner and lead by example.
• Perform problem solving troubleshooting negotiating and relationship building with customers and co-workers.