Req ID #: 229437
Wilmington, MA, US;
Wilmington, MA, US
1st
Full time
For 75 years, Charles River employees have worked together to assist in the discovery, development and safe manufacture of new drug therapies. When you join our family, you will have a significant impact on the health and well-being of people across the globe. Whether your background is in life sciences, finance, IT, sales or another area, your skills will play an important role in the work we perform. In return, we’ll help you build a career that you can feel passionate about.

JOB SUMMARY

We are seeking an entry level, Customer Service Specialist supporting Research Models. This individual will provide dependable, quality customer service, including response to product inquiries, efficient order coordination and processing, and routine problem solving.
This is a remote opportunity*
Work Week Schedule: Monday – Friday – 8:30 am – 5:00 pm

MINIMUM QUALIFICATIONS

The following are minimum requirements related to the Customer Service Specialist position.

Candidates must possess one of the following education/experience combinations:

• Bachelor’s Degree (B.A./B.S.) or equivalent in a Business or related discipline plus a minimum of 6 months related customer service experience.
• Associate’s Degree (A.A./A.S.) or equivalent in Business or related discipline plus a minimum of 6 months related customer service experience.
• High School diploma or GED plus a minimum of 1-2 years related customer service experience.

In addition:

• Must be able to prioritize and multi-task.
• Must have excellent organizational skills.
• Ability to work independently.
• Proficient in computers (IE: MS Office Suite).

PREFERRED QUALIFICATIONS:

• Salesforce.com Service Cloud

• Enter orders and price quotations for products and services, including changes to existing orders; establish new customer accounts, as well as update existing accounts with data management group; record lost orders; and send order confirmations.
• Fully utilize SalesForce for documentation of all customer communications.
• Respond to basic inquiries via telephone, e-mail, and/or live chat regarding products and services.
• Communicate animal availability, product information, and delivery schedules.
• Resolve basic problems and customer complaints; escalate complex issues.
• Serve as liaison between Inventory Specialist at all Charles River facilities and other support groups to effectively process orders and satisfy customer requests.
• Coordinate with transportation carriers and/or freight forwarders regarding shipments.
• Coordinate information regarding new business, customer issues, or other pertinent customer information to the Sales organization.
• Process routine reports as required.
• May process applicable paperwork for shipment of international orders.
• May be responsible for basic assigned account(s).
• Perform all other related duties as assigned.