Welcome page Returning Candidate? Log back in! Customer Service Coordinator II Job Locations US-GA-Norcross Job ID 2025-8707 Type Regular Full-Time Shift 1st Category Customer Service 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 efficiencyResponsible for responding to all customer questions via phone or assigned in task system in a timely and professional mannerProcesses customer orders as received via phone or task system and ensures accuracy and alignment with department guidelines and processes; escalates order inquiries as necessaryInteracts with distribution and planning personnel on product status availability and advises customers accordinglyReviews and processes Technical Support requests for replacement products; responsible for following up with Technical Support to ensure resolutionCoordinates 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 submissionRegularly reviews task system and assigns orders and/or inquiries to fellow Customer Service Coordinators depending on geographical coverage or special assignmentsEnsures that all requests for standing orders and overnight shipments are properly labeledManages 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 ordersAdditional duties as assigned

Internal Networking/Key Relationships:

To be determined based on department needs, to include interactions such as:

Customer ServiceDistribution ManagementTechnical SupportLogistics, Warehouse & PlanningCredit and CollectionsNorth America Commercial Operations, including Sales & Clinical Applications, Product MarketingIT

Skills & Capabilities:

The ideal candidate for this position will exhibit the following skills and capabilities:

Strong customer service and interpersonal skillsStrong written and oral communication skillsAbility to navigate and manage customer complaints and objectionsStrong problem solvingProven attention to detailAbility to analyze and apply sound judgement to issue resolutionGood 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 requiredPrevious experience as Customer Service Coordinator I required

Additional Skills/Knowledge:

Proficiency in SAP ERP System requiredProficiency in Microsoft Office suite; specifically, Excel, including pivot tablesProven track record of order accuracy, timely claims resolution and attention to detail in high volume environmentBasic understanding of inventory management processLanguage: Fluency in English required.

International Mobility Required: No

 

Travel Requirements: Approximately <5% of time

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