What are the responsibilities and job description for the Customer Service Coordinator position at Advanced Instruments?
We are seeking a highly motivated, collaborative, customer-centric Customer Service Coordinator to work hybrid in our Norwood, MA officeto serve as a core team member of the growing customer service team. This role will provide multiple levels of customer support in various areas including inbound and outbound phone support, order processing, quote generation and ticket management for the CS Team shared inbox.
A Day in the Life:
As a Customer Service Coordinator, youwill provide multi-level customer support in needed areas depending on the daily activity supporting the Customer Service Team as well as both internal and external customers. In this role, you will support monitoring the shared inbox ticketing system (Freshdesk) for the CS Team to support order management – order entry, order tracking and order change requests. This means also completing related vendor/supplier requests from distributors. The Customer Service Coordinator will support by responding to customer inquiries and quote requests in a timely fashion.
What we are looking for in you:
- Bachelor’s Degree or equivalent work experience.
- Self-motivated, results oriented and enthusiastic about the customer experience and working in a fun, fast-paced
- environment with a team player mindset
- Experience in a manufacturing environment or high-volume order processing role a plus
- Superb organization, time management and problem-solving skills
- Excellent written and verbal communication skills over several platforms – phone, email, TEAMS, DRIFT
- Willingness to fearlessly think outside of the box to come up with creative solutions beneficial to both customer and AI
- Deep understanding of customer concerns with the ability to empathize and identify effective solutions
- Must possess advanced technical savvy – experience with MS Office/TEAMS, Salesforce, Epicor or Manufacturing ERP environment, Quality Management Systems, PDF editors, softphone, shared inbox tools and ticketing systems
Work Location: Hybrid, Norwood office
What's in it for you?
- Flexible Medical, Dental, & Vision Coverage
- Competitive 401k company match
- Bonus Program, Generous PTO and paid holidays
- Generous Tuition reimbursement
- Hybrid and flexible work arrangements
- Professional development, engagement and events
- Company marketplace for lunch and snacks!
EEO Statement:
Advanced Instruments takes pride in being an equal opportunity employer committed to hiring a diverse and inclusive workforce. As a part of our commitment to a diverse and inclusive workforce, Advanced Instruments will continue to take steps to assure that recruitment, hiring, assignment, promotion, compensation, and all other personnel decisions are made and administered without regard to race, religion, color, national origin, citizenship, sex, sexual orientation, gender identify, gender expression, veteran status, age, mental or physical disability, genetic information or any other protected class.
Job Type: Full-time
Benefits:
- 401(k)
- 401(k) matching
- Dental insurance
- Health insurance
- On-the-job training
- Paid time off
- Referral program
- Vision insurance
Shift:
- Day shift
Work Location: Hybrid remote in Norwood, MA 02062