Job Summary

Act as Client Service Coordinator for daily business activities and coordination of efforts between all departments and assigned customer accounts to ensure timely, accurate and comprehensive responses to client requests. May work with Quality, Recruitment, Scientific Operations, Business Development and Business Finance teams, as required, to ensure that high-quality customer service is provided. Adheres to Client Services processes, policies and procedures.

Essential Responsibilities

• Prepares and manages customer quotes as requested by Business Development Executives.
• Creates and submits orders through SAP (ERP) & internal MBS ordering system.
• Coordinate the entire sales processes by leveraging Sales Force Service Cloud.
• Coordinate with Operations teams to ensure the product is available to complete order.
• Follows up on orders and serves as a liaison between the Sales and Operations teams.
• Participate in and contribute actively to Client Services team call and cross functional meetings as needed.
• Manage master data tickets, order acknowledgements, and purchase orders for assigned accounts.
• Track and follow up with customers on purchase orders with open balances.
• Triage customer & US distributor calls and create a Service Cloud case to assign to the appropriate person for quickest response.
• Triage and handle customer requests or issues for an assigned region. Assist colleagues in other regions as needed.
• Run donor and inventory reports to help identify products or donors for a specific customer request.
• Demonstrate excellent communication relationship-building skills by making good opening statements, connecting with the customer, asking open and high gain questions to determine needs, and provide solutions for customer concerns/questions.
• Make outbound communications to customer organizations at all levels and functional areas where purchasing decisions are made as needed for sales support activities.

Job Qualifications

Qualifications:

To perform this job successfully, an individual must be able to perform each essential responsibility satisfactorily using the skills and abilities outlined in this job description. The requirements listed below are representative of the knowledge, skills, and abilities required. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.

• Discretion in handling confidential and sensitive matters

Education, Experience, and Licensure:

• Education: Associate’s Degree (A.A./A.S.) or equivalent in Business or related discipline.
• Experience: One to two years related experience and/or training.
• An equivalent combination of education and experience may be accepted as a satisfactory substitute for the specific education and experience listed above.
• Certification/Licensure: None
• Other: Customer service experience preferred. Discretion, tact, and diplomacy required. Ability to prioritize and multi-task. Excellent organizational skills and in utilizing personal computer, e-mail, standard office software packages (word processing, spreadsheet), Salesforce.com Service Cloud, SAP/ERP, Cisco telephone systems. Ability to work independently

Technical Skills:

• Excellent communication skills.
• Thrive in a fast-paced environment with strong organizational and time management skills to prioritize and manage multiple tasks while meeting deadlines.
• Proficient use of Microsoft Office products including Word, Excel, Outlook, and PowerPoint.
• Ability to quickly learn new software programs as needed.

Language Skills:

Must have a good command of the English language and be able to communicate clearly and concisely in both written and verbal format.

Mathematical Skills:

Must be able to analyze and present quantitative data. Able to accurately compute basic mathematical equations such as addition, subtraction, division, multiplication, and percentages.

Reasoning Ability:

• Must be able to analyze and interpret data relating to various projects and resolve issues and problems that arise.
• Must be able to resolve issues of a general and routine nature and exercise appropriate judgment to escalate issues to senior management.
• Must be able to effectively prioritize routine and nonroutine work assignments to ensure goals and timelines are met.

Physical Demands and Work Environment:

The physical demands and work environment described here are representative of those employee encounters while performing the essential functions of this job. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential job functions.

• This role will be conducted in a remote/home office environment with strong internet access. Candidates should have access to a quiet, dedicated workspace with the ability to set up standard office equipment in support of daily work.

Compensation Data

The pay range for this position is $22/hr. – $30/hr. USD annually. Please note that salaries vary within the range based on factors including, but not limited to, experience, skills, education, certifications, and location.