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Technical Inbound Customer Support Specialist

Req ID #:  45840

Wilmington, MA, US, 01887

For 70 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 experienced Technical Inbound Customer Support Specialist for our site in Wilmington, MA

Triage incoming product inquiry e-mails, web forms, phone calls, and live chats to the applicable business group. Qualify and record new leads within SalesForce Service Console. Ensure customers' questions/concerns are directed to appropriate staff.

The following are minimum requirements related to this position:

• Answer all incoming calls through the 1-877-CRIVER1 line.
• Qualify and record new leads received via phone calls, web forms, e-mails, and live chats, and direct the inquiries to the appropriate regional sales managers and specialists.
• Share customer problems/concerns with appropriate departments for quality resolution.
• Qualify and enroll customers for secure website access with a username and password.

• Handle technical customer assistance inquiries and provide education, answers, and guidance to internal and external customers concerning biology, husbandry and care, technical methods, normative data, surgery, reference information, diagnostic services, and health issues for a variety of animal species including mice, rats, hamsters, rabbits, guinea pigs, and gerbils.
• Document details regarding customer communications in SalesForce. 
• As appropriate, refer calls, questions, or problems to the Professional Staff, Client Relations, Product Management, or external organizations.
• Serve as a customer liaison for problem-solving.
• Support research animal diagnostic services inquiries by answering questions about sample requirements, shipping, turnaround time, and results interpretation.
• Perform literature searches for internal and external customers.
• Maintain a working knowledge of all company product lines.
• Perform all other related duties as assigned.

• Education: Associate's degree (A.A./A.S.) or equivalent in business, life science or related discipline required. Bachelor's degree (B.A./B.S.) preferred.
• Experience:  Two to four years related experience.
• An equivalent combination of education and experience may be accepted as a satisfactory substitute for the specific education and experience listed above.




About Corporate Functions

The Corporate Functions provide operational support across Charles River in areas such as Human Resources, Finance, IT, Legal, Sales, Quality Assurance, Marketing, and Corporate Development. They partner with their colleagues across the company to develop and drive strategies and to set global standards. The functions are essential to providing a bridge between strategic vision and operational readiness, to ensure ongoing functional innovation and capability improvement.


About Charles River

Charles River is an early-stage contract research organization (CRO). We have built upon our foundation of laboratory animal medicine and science to develop a diverse portfolio of discovery and safety assessment services, both Good Laboratory Practice (GLP) and non-GLP, to support clients from target identification through preclinical development. Charles River also provides a suite of products and services to support our clients’ clinical laboratory testing needs and manufacturing activities. Utilizing this broad portfolio of products and services enables our clients to create a more flexible drug development model, which reduces their costs, enhances their productivity and effectiveness to increase speed to market.


With over 13,000 employees within 80 facilities in 23 countries around the globe, we are strategically positioned to coordinate worldwide resources and apply multidisciplinary perspectives in resolving our client’s unique challenges.  Our client base includes global pharmaceutical companies, biotechnology companies, government agencies and hospitals and academic institutions around the world.


At Charles River, we are passionate about our role in improving the quality of people’s lives. Our mission, our excellent science and our strong sense of purpose guide us in all that we do, and we approach each day with the knowledge that our work helps to improve the health and well-being of many across the globe. We have proudly supported the development of 80% of the drugs approved by the FDA in 2017.


For more information, please visit


Equal Employment Opportunity
Charles River Laboratories, Inc. is an Equal Opportunity Employer M/F/Disabled/Vet

Nearest Major Market: Boston

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