Duration: 6 months, possibility of extension
Schedule: Monday – Friday, 8 hour/day, 9:30am – 6:00pm
Pay: $19 hourly
Job Description:
Preferred Experience

• 2 years of customer service call center experience.
• Candidates need the ability to multi-task with computers.

Summary

• 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.
• 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.
• Perform the full Product of customer service tasks including problem solving, troubleshooting, negotiating, and cultivating excellent relationships with customers and co-workers.
• Maintain a full understanding of department and company procedures and policies.
• Promote client’s Life Sciences’ image in a positive manner and lead 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 inquiries, and shipping information.
• 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 the New Accounts team on necessary account setup changes.
• Ensure 100% follow-up to customers internally and externally.
• Attend product/technical training as scheduled.

Required Education

• High school graduate or equivalent.

Preferred 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-paced environment and stay calm in the face of adversity.
• On-time attendance.
• Excellent professional verbal and written communication skills.
• Proficiency with Word, Excel, E-mail, and Web.
• Ability to type at an average of 50 WPM.
• 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 able to 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.

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.