Job Details

Overview

Under general supervision, the Customer Service Coordinator I 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. Serves as the first point of contact for the customer, and escalates customers issues to team management as necessary.

The pay rate for this role is $20-$26/hr, depending on experience.

Responsibilities

• Respond to all customer questions via phone or assigned in task system in a timely and professional manner.
• Process customer orders as received via phone or task system and ensure accuracy and alignment with department guidelines and processes; escalate order inquiries as necessary.
• Interact with distribution and planning personnel on product status availability and advise customers accordingly.
• Review and process Technical Support requests for replacement products; follow up with Technical Support to ensure resolution.
• Coordinate with the appropriate parties when lot-specific requests are made. Ensure that all orders are released for shipment following product shipping guidelines.
• Ensure proper documentation accompanies all orders prior to final order submissions.
• Regularly review task system and assign orders and/or inquiries to fellow Customer Service Coordinators depending on geographical coverage or special assignments.
• Ensure that all requests for standing orders and overnight shipments are properly labeled.
• Manage personal task queue ensuring that all customer orders are processed within departmental timeline goals. Follow up on all customer inquiries, account maintenance requests, price discrepancy tasks, shipping issues, etc.
• Prepare customer quotations for Werfen products based on pre-established pricing guidelines.
• Work with logistics team to coordinate shipping for returns or replacements, ensuring inventory adjustments and credits are processed accurately, in accordance with department procedures.
• Research and resolve invoice discrepancies reported to Credit and Collections team. Process credit and/or debit memos in accordance with departmental procedures.
• Prepare and distribute various customer reports on a regular basis.

Qualifications

• Education: Associate degree in Business or related field required. Bachelors degree in Business Administration, Finance, or related field preferred, or equivalent experience.
• Experience: Previous experience in a customer service role or environment preferred.
• Skills/Knowledge: Basic Microsoft Office skills required; basic pivot table knowledge a plus; ability to navigate in an SAP ERP System preferred; language: fluency in English required.
• 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 judgment to issue resolution; good time management skills; ability to prioritize and organize workload in a fast-paced environment.
• International Mobility: No
• Travel Requirements: Approximately unspecified