Duration: 6 months, possibility of extension
Pay: $18 hourly
Schedule: Monday – Friday, 9:30am – 6:00pm

Job Description:

Preferred Experience:
2 years of customer service call center experience preferred. Candidates should have the ability to multi-task with computers.

Product 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.

You will attend to all questions and inquiries in a highly professional manner to effectively convey information internally and externally while ensuring world-class customer service. The role includes performing the full Product of customer service tasks including problem solving, troubleshooting, negotiating, and cultivating excellent relationships with customers and co-workers.

It is expected that you will have a full understanding of department and company procedures and policies, and the ability to promote the Client’s Life Sciences image in a positive manner while leading by example.

Day-to-Day Responsibilities

• Handle high order volume received via phone and email.

• Manage high volumes of case management related to inquiries and orders in SalesForce.com.

• Interact daily with internal and external contacts using multiple systems to ensure accurate information.

• Provide accurate order entry and order management for a large customer base related to inventory, pricing, technical inquiries, and shipping information.

• Initiate corrective actions and 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 ensure 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 scheduled product and technical training sessions.

Required Education

• High school graduate or equivalent.

Preferred Experience

• 2 years of cross-functional commercial or customer service experience.

• Call center experience.

• Experience in the Life Science industry or related field.

• Experience with PeopleSoft Order Management or a comparable system.

• Experience with SalesForce.com case management.

Required Skills

• Ability to handle high work volume (phone, case, and order entry) in a fast-paced environment while remaining calm under pressure.

• Strong attendance and punctuality.

• Excellent verbal and written communication skills.

• Proficiency with Word, Excel, email, and web applications.

• Typing speed averaging 50 WPM.

• Customer-focused, detail-oriented, and an effective problem solver who can independently seek timely resolutions.

• Ability to meet or exceed department metrics.

• Adaptable in a rapidly changing environment with the ability to identify improvement opportunities and support forward movement.

Soft Skills

• Ability to work independently in a team environment and collaborate when necessary.

• Positive, enthusiastic, and high energy.

• Dependable, committed, reliable, and strong work ethic.