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CTG Customer Service Coordinator III in Tewksbury, Massachusetts

Customer Service Coordinator III

Tewksbury, Massachusetts, United States


Information Technology

Jan 06, 2022Post Date

22200170Requisition #

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Come join us and grow your career with CTG!

CTG has worked with this international, Fortune 500 end-client for over 20 years!

Apply with CTG for this exciting opportunity!

Job Title:Customer Service Coordinator III

Duration:6 months

Location:Tewksbury, MA - Onsite

Pay Rate: Up to $21.00/hr (basedon experience)

Work Hours:Monday through Friday, 8 hour/day between the hours of 8:00am and 6:00pm


In this role, you will act as the first line of contact on the 800# phone line working directly with North American customers and a wide spectrum of the client’s Life Sciences employees including, Sales Team, Accounting/Credit, New Accounts, Complaints, Pricing, Quality Control, Product Managers, Manufacturing, Warehouse/Distribution Center, Marketing and Scientific Support. We look for you to attend to all questions and inquiries in a highly professional manner to effectively convey information internally and externally while assuring that our goal of world-class customer service is met. You will perform the full scope of customer service tasks including; problem solving, trouble shooting, negotiating and cultivating excellent relationships with customers and co-workers. It will be expected that you will have a full understanding of department and company procedures and policies and the ability to promote the client’s Life Sciences image in a positive manner and to lead by example.

Day to Day Responsibilities:

  • Handle incoming high order volume received via phone and email.

  • Handle high volume of Case Management related to inquiries and orders in

  • Interact daily with internal/external contacts using multiple systems to ensure accurate information.

  • Provide information and Accurate Order Entry/Order Management for a large customer base related to inventory, pricing, technical inquires, and shipping information.

  • Dedicatedly initiate corrective actions to handle customer accommodations independently by using good judgment in routine cases.

  • Assist with complaints processed by the Complaint team.

  • Maintain and update dealer/customer profiles and confirm that the PeopleSoft notes, payment terms, carrier, and freight terms match the profile.

  • Follow up with New Accounts team on necessary account set up changes.

  • Responsible for ensuring 100% follow-up to customers internally and externally.

  • Attend Product/Technical training as scheduled.

Required Skills:

  • Ability to handle high work volume (phone, case and order entry volume) in a fast-pace environment and stay calm in face of adversity.

  • On time attendance.

  • Excellent professional verbal and written communication skills.

  • Proficiency with Word, Excel, E-mail, Web.

  • Can type at a 50-WPM average.

  • Customer focused, detail oriented and effective problem solver who can independently seek a timely resolution.

  • Ability to meet or exceed Department Metrics.

  • Adaptable in a rapidly changing environment and can easily recognize areas for improvement and help facilitate forward movement.


Desired Experience/Qualifications/Skills:

  • Experience in the Life Science industry or related field.

  • Experience with PeopleSoft Order Management or a comparable system.

  • Experience with case management.

  • Call center experience.

Soft Skills:

  • Ability to work independently in a team environment and easily collaborate when necessary.

  • Positive, enthusiastic and high energy.

  • Dependable, committed, reliable and high work ethic.

Education and ExperienceRequirements:

  • High School Diploma or GED equivalent

  • 2+ years of cross functional commercial or customer service experience.

  • Self-starter with ability to work well with various job requirements.

  • Ability to work well in a team environment.

  • Ability to handle multiple priorities in an organized manner.

  • Results oriented.

Additional Information

  • No third party resumes will be accepted

  • Drug testing and/or other employment-related inquiries may be conducted

  • All interested individualsMUST be able to work on a W2 Tax basis (no C2C or third party vendors!

  • CTG is an Equal Employment Opportunity employer

  • CTG is an E-Verify Company

To be considered for this opportunity, please apply directly through our website by clicking the link or email your Word version resume and salary requirements

CTG is a leading provider of digital transformation solutions and services that accelerate clients' project momentum and achievement of their desired IT and business outcomes. Our vision is to be an indispensable partner to our clients and the preferred career destination for digital and technology experts. CTG has operations in North America, South America, Western Europe, and India. For more information, visit

Our culture is a direct result of the people who work at CTG, the values we hold, and the actions we take. In other words, our people are the culture. It's a living, breathing thing that is renewed every day through the ways we engage with each other, our clients, and our communities. Part of our mission is to cultivate a workplace that attracts and develops the best people, reflected by our recognition as a Great Place to Work-certified company across many of our global operations.

CTG will consider for employment all qualified applicants including those with criminal histories in a manner consistent with the requirements of all applicable local, state, and federal laws.

CTG is an Equal Opportunity and Affirmative Action Employer. CTG will assure equal opportunity and consideration to all applicants and employees in recruitment, selection, placement, training, benefits, compensation, promotion, transfer, and release of individuals without regard to race, creed, religion, color, national origin, sex, sexual orientation, gender identity and gender expression, age, disability, marital or veteran status, citizenship status, or any other discriminatory factors as required by law. Our Affirmative Action program serves to promote occupational equality and diversity through good faith efforts. CTG is fully committed to promoting employment opportunities for members of protected classes.

Additional Information

  • Job Function: Inspection

  • Education Level: High School Diploma/GED (±11 years)

  • Work Remote: No

  • Travel: No