Call Center Representative

Customer Service Representative Top 3 Skills

• High-volume inbound call center experience with strong order management skills
• CRM proficiency - Salesforce case management or a comparable platform
• Accurate, fast-paced order entry with strong attention to detail across multiple systems

• Monday Friday, 9:30 AM 6:00 PM, 8 hours/day

• Answer a high volume of inbound calls and emails from customers across North America
• Enter and manage orders accurately across multiple internal systems
• Handle case management in Salesforce - tracking inquiries, updates, and resolutions
• Coordinate with internal teams including Sales, Accounting, Warehouse, and Quality Control to resolve customer issues
• Process complaints and route them appropriately while keeping customers informed
• Maintain and update customer account profiles to ensure billing, shipping, and payment terms are accurate
• Follow up on new account setup requests and verify account changes are completed
• Troubleshoot order issues and make judgment calls to resolve routine situations independently

• 2+ years of customer service experience in a call or contact center environment
• Comfortable managing high volumes of calls, emails, and order entries simultaneously
• Strong written and verbal communication - you can handle professional conversations without a script
• Proficient in Microsoft Office and able to type at least 50 WPM
• High school diploma or equivalent

• Experience in life sciences, biotech, lab supply, or a related regulated industry
• Familiarity with People Soft Order Management or a similar ERP platform
• Salesforce case management experience

• This is a contract role based onsite in Tewksbury, MA - remote is not available
• Interview process is two rounds: a phone screen followed by an onsite panel interview
• 9:30 AM start time is firm - punctuality and consistent attendance are required