Customer Support Coordinator I

MISSION

Customer Support Coordinators are the customers' daily single points of contact. Our mission is to deliver excellent customer service to all Gilson customers by effectively managing their orders, their inquiries, and their relationship with Gilson. We provide exceptional support to our external customers as well as to our internal customers within our Sales and Service organizations. We strive to meet or exceed expectations by putting the customer first.

ESSENTIAL DUTIES AND RESPONSIBILITIES

• ALH System after-sales management (contracts, serial number reporting)
• Process sales orders received via EDI, web, telephone, fax, or email
• Answer phone calls as the primary point of contact for all inbound calls to Gilson
• Process no charge sales orders, internal transfer orders and sample orders
• Process Return Merchandise Authorizations (RMA)
• Enter orders accurately in Gilson ERP
• Enter and manage all customer data in CSI
• Review orders for accuracy and potential issues in meeting the order requirements
• Provide outstanding customer service by efficiently answering customer questions regarding order status, stock availability, and pricing
• Manage back orders
• Manage billing disputes including customer credit memo's and researching billing issues in the ERP
• Develop basic technical knowledge of products and procedures to provide 1st level of technical support
• Fulfill requests for order acknowledgement and/or invoice s
• Create Cases in Salesforce.com as required
• Update Salesforce.com CRM system
• Host bi-weekly territory calls with appropriate Sales and Service team members
• Support quote process using our CRM system
• Assist with internal mail distribution
• Perform reception duties as scheduled
• MLH Pipette after-sales management (invoicing)
• Other duties as assigned
• Support activities that are not listed but are in its nature similar to those listed above, based on business requirements or requested by management.

JOB REQUIREMENTS

EDUCATION

• High School Graduate or GED

WORK EXPERIENCE

• 1 year experience in telephone customer service, or inside sales.

SKILLS OR KNOWLEDGE

• Demonstrated professional oral and written communication skills
• Must possess a professional phone demeanor
• Computer operation/data entry skills
• ERP sales and distribution module & CRM expert use
• Ability to create seamless relationship with customers to increase their loyalty to Gilson
• Excellent typing skills
• Ability to use Microsoft Word and database computer applications

PHYSICAL ABILITY

• Requires good or corrected vision
• Ability to communicate verbally

OTHER

• Regular attendance and punctuality
• Ability to work well with others
• Ability to acquire new skills and to accommodate change in the workplace
• Ability to work in a fast-paced environment

ADDITIONAL SKILLS/EXPERIENCE DESIRE

• Science Background