Customer Service Coordinator Jobs

Colorcon is a world leader in the design and development of specialty excipients for solid oral dosages for the pharmaceutical and nutritional industries. We deliver superior product quality, unparalleled technical support, extensive regulatory assistance, and reliably supply from multiple locations, with our Global Headquarters located in Harleysville, Pennsylvania.

We are a successful company thanks to our diverse workforce and global reach. We believe that our operating principles define our culture, values and organizations and are key to achieving our mission and vision, strategies and goals

Platinum Rule: We treat others the way we want to be treated

Empowerment: We trust our colleagues with responsibility and decision-making

Keep Getting Better: We create an environment for constant improvement, to be the best we can

Teamwork: We embrace the value of collaboration; work together to exceed what is possible as individuals

Customer Focus: We put our customers’ needs at the heart of everything we do

Global Respect: We are citizens of a diverse world and behave with respect for the communities in which we operate

Our People Enjoy a Wide Offering of Employee Benefits, including but not limited to:

• Optional Vision Coverage
• 100% company-paid Dental Insurance for all employees and their qualifying dependents
• Tuition Reimbursement; up to $8,000 per calendar year
• Parental Leave
• Employees earn up to 17 days of PTO in their first year
• 401(k) Company Matching
• Employee Assistance Programs (EAP)
• Corporate Social Responsibility Groups (CSR)
• Employees have the choice between three medical plans
• Fitness and Wellness Programs
• Nine Paid Holidays, plus One Personal Holiday for employees to assign at their choosing
• All employees are eligible to participate in our company-wide bonus program

Colorcon is committed to maintaining a diverse workforce and an inclusive and equitable work environment. This includes all employment-related decisions and business dealings on the basis of race, color, ethnicity, national origin, age, sex, sexual orientation, religion, disability, veteran status, or any other legally protected status.

Position Summary

The Customer Service Coordinator serves as a liaison between our customers and internal Colorcon departments. This position plays an integral role in meeting and exceeding our customers’ expectations, by ensuring a positive customer experience is achieved through all touchpoints with the organization. The Customer Service Coordinator is accountable for enhancing customer relations, increasing customer loyalty and in turn increasing our commercial growth.

Responsibilities & Duties

Communication

• Support customers’ enquiries through multiple communication channels including phone, email, and chat.
• Follow up of enquiries for general questions with other internal departments, liaising as needed including Quality, Regulatory, Technical, Supply Chain, Commercial, and Shipping.
• Facilitating customers issues resolution, including progressing customer complaints to completion (RMA creation, coordinating returns, credit notes/invoices as needed)

Order Management

• Maintain accurate customer database and information on profiles.
• Enter and process orders including calculating transit time and freight.
• Proactively communicate with customers to inform them of at-risk orders (fulfilment issues, delivery delays, etc.)

Pricing

• Responsible for customer quotations for new business & follow-up on open quotes.
• Maintain price lists and send to customers when requested.

Technology

• Navigate and perform tasks in multiple platforms quickly.
• My Colorcon Portal: Process new user registrations, pricing requests and requests for order changes or cancellations, assist customers with platform questions or issues.

Teamwork

• Interact with employees across the organization to gather information and make recommendations to drive process improvement.
• Work independently and as a member of the team providing back-up & vacation coverage for other Customer Service
• Share resources and foster a climate of trust within the team to strengthen team cohesion.
• Coordinators as needed to support the business.
• Ability to deal with a variety of interpersonal styles and personalities in an appropriate and diplomatic manner.

Problem Solving

• Ability to handle a variety of nonstandard and complex inquiries.
• Understand the root issue the customer is facing and other related issues that may arise.

Required Qualifications:

• Minimum of two years (2) of direct customer support experience required; experience with business-to-business, quality, and/or regulatory experience strongly preferred.
• Ability to go beyond the current customer interaction to identify broad customer goals and help construct a path for customer success.
• Ability to be proactive and thorough in assessing whether customer needs are met.
• Must be customer orientated and possess the ability to focus on the changing needs and wants of the customers.
• Minimum of High school diploma or equivalent is required; with some college preferred.
• Must have the ability to understand and input data correctly and utilize data to troubleshoot potential issues and make future recommendations.
• Strong verbal and written communication and active listening skills required.
• Proficient with Microsoft Office Applications (Word, Excel, PowerPoint, Teams & Outlook) required, with the ability to quickly navigate internal applications such as Oracle, Drift, My Colorcon, Colorcon.com, and Customer Central.

Location:

415 Moyer Blvd

North Wales, Pennsylvania, 19486

United States