Call Center Coordinator, 2

This opening is located in Foster City, CAApplied Biosystems is on the cutting edge of the life sciences industry, and we have diverse career opportunities available for talented, experienced professionals.

Major Responsibilities

Provides phone support activities for the Field Service & Support Groups. 

Requires knowledge of guidelines, procedures, policies of the department.

Activities consist of but are not limited to receiving incoming calls or department emails from external and internal customers requesting anything regarding service, creation of notifications and service orders, coordination of re-location calls, creation of service product quotations.

In addition to the responsibilities listed above the Call Center Coordinator provides support for customers purchasing products. Determines account specific expectations, develops order processing and sales skills, product and market knowledge through independent effort and supervised work, determines account specific service expectations, partners with customers, Sales Representatives, Product Manufacturing, Logistics Transportation and Distribution, and Finance groups. Documents and closes customer complaints, maintains status report for custom orders. Participates in meetings and coordinates the improvement, development and administration of operating policies and procedures. Effectively develops and maintains partnerships with peers to manage short and long-term visions that are in alignment with that of the Sales, Service & Support organization.

 

Skills/Knowledge Requirements

Requires knowledge and skills normally acquired through the successful completion of a Bachelor's degree (B.A. /B.S.) or equivalent job related experience.

Minimum of two (2) years in customer service. Detailed knowledge of IBM-compatible computers' hardware, utilities, and operating systems. Proficient in MSOffice. Working knowledge of Excel: pivot tables, graphs, data sorts. Typing 45wpm. Knowledge of SAP; Service, Sales and Quality Modules, Lotus Notes, or Business Objects a plus.

In-depth understanding of customer service values, department goals and objectives, strategies and needs, departmental guidelines, ISO 9001 compliance programs and service products.  Effectively manages workload and completes assignments, tasks and projects independently and in a timely fashion. Demonstrates the ability to make well-reasoned and timely decisions that are in the best interest of the business and department.

Working hours - the hours for this position are from 7:30 am - 4:00pm.  The department hours are from 5am - 5pm PST so the ability to work alternate shifts with minimal notice may be required. Submit Your Resume Online Now