Beacon Hill Staffing Group
Senior Customer Service Coordinator
Waltham, Massachusetts
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Job Id: A1316160EM_1674575165
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Our client, a NASDAQ traded Life Science company, is seeking a Complaints Coordinator. The person in this role will be responsible for complaint and complaints processing, handling correspondences, and fulfilling customer needs to ensure satisfaction. The ideal candidate is detail-oriented, enjoys customer service, and has experience with data/order entry. This is a full-time temporary role in Waltham, MA.
Responsibilities:
· Responsible for Global intake of complaints, both internal and external, into SalesForce.com as well as RMA & replacement order entry in SAP as required.
· Provide support as the first point of contact for the complaints process, acknowledging complaints in a timely manner.
· Manage relationships with internal and external stakeholders to ensure delivery of appropriate customer outcomes.
· Manage complaint intake escalations and triage to the appropriate departments in accordance with Company Policies and Procedures.
· Provide continued internal and external outreach to drive complaint closures.
· Participate in all Quality Best Practices related to complaint handling.
· Generate complaint related reporting in Salesforce & SAP as needed.
Qualifications:
· BS/BA degree
· 1 – 3 years Complaints handling experience in a regulated industry.
· Experience using Salesforce and SAP a plus.
· Able to work independently, with minimal supervision.
· Able to multi-task and shift priorities.
· Excellent cross-functional team participation skills.
· Highly organized and detail oriented.
· Pro-active and capable of managing your own caseload; adhering to deadlines and quality standards
· Excellent written & verbal communication skills.
Interested candidates are encouraged to apply for immediate consideration!
A1316160EM_1674575165