Customer Service Coordinator III in Tewksbury, MA
Posted 02/01/23
THE TEAM YOU WILL BE JOINING:
- Fortune 500 manufacturing and technology organization with significant investment in R&D and Innovation
- Rich history with over 150 years of significant growth and innovation
- Expanding global footprint in North America, South America, Europe and Asia
- Industry leader within all 8 divisions and leader in each
- Known for growing talent internally and promoting internally
- Culture: Highly collaborative, teamwork-oriented environment
- Growth: Make an immediate impact in this high visibility role
- Opportunity: Ability to drive change within organization with a focus on process improvement
- Stability: Strong executive leadership team investing in its talent and elevating the global footprint
- Lead the implementation of changes to systems or processes based on new company policies or procedures; this includes leading Customer Services’ transition to SAP in the region
- Monitoring, analyzing, and collecting data on the flow of end-customer and distributor orders and for the resolution of issues either together or individually by partnering with CS, Distribution, Supply Chain, and customers
- Review orders submitted reports daily and resolve issues preventing entry into ERP
- Review hold reports daily and resolve issues that are adversely impacting our ability to ship product
- Review open order reports daily and resolve issues that are adversely impacting our ability to ship product
- Review distributor reconciliation analysis reports and update orders in ERP to resolve imbalances
- Lead the implementation of changes to systems or processes based on new company policies or procedures; this includes leading Customer Services’ transition to SAP in the region
- Investigate and resolve any data discrepancies in a timely manner and present findings to management
- Identify trends and exception outliners, identify root cause.
- Make recommendation to improve reporting and processes
- Monitoring customer accounts to identify problems and resolve issues before they become serious problems for the company
- Assist with internal technical support and special projects as needed
- Handle incoming high order volume received via phone and email.
- Handle high volume of Case Management related to inquiries and orders in SalesForce.com
- Interact daily with internal/external contacts using multiple systems to ensure accurate information.
- 2+ years of cross functional commercial or customer service experience
- Proven experience working in high volume (phone, case and order entry volume), fast-pace environment and ability to stay calm in face of adversity
- Strong verbal and written communication skills
- Proficiency with Word, Excel, E-mail, Web
- Ability to type at a 50-WPM average.
- Customer focused, detail oriented and effective problem solver who can independently seek a timely resolution.
- Able to meet or exceed Department Metrics.
- Must be adaptable in a rapidly changing environment and can easily recognize areas for improvement and help facilitate forward movement.
Employee Type: Contract
Location: Tewksbury, MA
Category: Corporate Support
Date Posted: 02/01/23
