Customer Service Coordinator II

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 customer’s 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 scrap 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 lot-specific 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.
• Follows-up on all customer inquiries, account maintenance requests, price discrepancy tasks, shipping issues, etc.
• Prepares customer quotations for Werfen products based on pre-established 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. Bachelor's 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