Customer Service Coordinator II
Customer Service Coordinator II
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Salary Not Disclosed
1 Vacancy
Job Description
Overview
Position Summary:
Under general supervision the Customer Service Coordinator II is responsible for performing front and/or back office support functions for the Customer Service Team. This includes responding to all incoming customer phone calls fax and email order and inquiries. Services as the first point of contact for the customer and escalates customers issues to team management as necessary.
Responsibilities
Key Accountabilities:
Essential Functions:
- Responsible for the handling of key accounts such as government or high volume sales accounts related to order inquiries and processing.
- Special order responsibilities as assigned by manager including but not limited to standing order management:
- Processes standing order requests and ensures lot sequestering is completed accurately according to department procedures.
- Reviews and analyses standing order product utilization to reduce s and ensure customer efficiency
- Responsible for responding to all customer questions via phone or assigned in task system in a timely and professional manner
- Processes customer orders as received via phone or task system and ensures accuracy and alignment with department guidelines and processes; escalates order inquiries as necessary
- Interacts with distribution and planning personnel on product status availability and advises customers accordingly
- Reviews and processes Technical Support requests for replacement products; responsible for following up with Technical Support to ensure resolution
- Coordinates with colleagues regarding standing orders when lotspecific requests are made. Ensures that all orders are released for shipment following product shipping guidelines.
- Responsible for ensuring proper documentations accompanies all orders prior to final order submission
- Regularly reviews task system and assigns orders and/or inquiries to fellow Customer Service Coordinators depending on geographical coverage or special assignments
- Ensures that all requests for standing orders and overnight shipments are properly labeled
- Manages personal task queue ensuring that all customer orders are processed within departmental timeline goals.
- Followsup on all customer inquiries account maintenance requests price discrepancy tasks shipping issues etc.
- Prepares customer quotations for Werfen products based on preestablished pricing guidelines.
- Works with logistics team to coordinate shipping for returns or replacements ensuring inventory adjustments and credits are processed accurately in accordance with department procedures.
- Researches and resolves invoice discrepancies reported to Credit and Collections team. Processes credit and/or debit memos in accordance with departmental procedures.
- Prepares and distributes various customer reports on a regular basis
Secondary Functions:
- Special order responsibilities as assigned by manager including but not limited to standing order management government orders
- Additional duties as assigned
Internal Networking/Key Relationships:
To be determined based on department needs to include interactions such as:
- Customer Service
- Distribution Management
- Technical Support
- Logistics Warehouse & Planning
- Credit and Collections
- North America Commercial Operations including Sales & Clinical Applications Product Marketing
- IT
Skills & Capabilities:
The ideal candidate for this position will exhibit the following skills and capabilities:
- Strong customer service and interpersonal skills
- Strong written and oral communication skills
- Ability to navigate and manage customer complaints and objections
- Strong problem solving
- Proven attention to detail
- Ability to analyze and apply sound judgement to issue resolution
- Good time management skills; Ability to prioritize and organize workload in a fast paced environment
Qualifications
Min Knowledge & Experience Required for the Position:
Education:
- Associate degree in Business or related field required. Bachelors degree in Business Administration Finance or related field preferred or equivalent experience
Experience:
- Minimum 2 years customer service experience required
- Previous experience as Customer Service Coordinator I required
Additional Skills/Knowledge:
- Proficiency in SAP ERP System required
- Proficiency in Microsoft Office suite; specifically Excel including pivot tables
- Proven track record of order accuracy timely claims resolution and attention to detail in high volume environment
- Basic understanding of inventory management process
- Language: Fluency in English required.
International Mobility Required: No
Travel Requirements: Approximately <5 of time
Required Experience:
IC
Employment Type
Full-Time
