Customer Service Representative - Pharma

Job Profile Title: Customer Service Specialist

Position Location: Waltham, MA

Duration: 9 W 4 D

HYBRID Tues-Thur in office, Mon& FRI are optional Work from home

Pay Rate: $33.50/hr on W2

Job description

The Customer Service Specialist role offers you a place on a multi-faceted, dynamic, and rewarding team focused on delivering best-in-class support. We are looking for an experienced Customer Service Specialist to join our organization to support our internal and external customers when purchasing products.

The Customer Service team is responsible for ensuring the journey of our customers’ experience.

A Day in the Life:

• Meet the challenges of a fast-paced environment, while maintaining a customer focus and strong level of professionalism.

• Ensure each transaction is processed within company guidelines, customer specifications, and established Service Level Agreement.

• Use our ERP System, Salesforce, and other applications to register and maintain customer account information, process orders and research inquiries.

• Provide communication to customers and Business Development Manager to confirm order, delivery, and invoicing.

• Proactively research delays, collaborate with supporting teams for resolution. Communicate all changes to customer and Business Development Manager.

• Investigate customer complaints and inquiries by collaborating with all supporting teams such as Sales, Support, Distribution and Finance for quick resolution.

• Monitor customer feedback from Satisfaction Survey, contact any unfavourable responses for resolution and report details.

• Answer inbound customer phone calls and inquiries, check voicemails and triage to correct team.

• Ability to identify opportunities for process improvement, collaborate with team and leader to build efficiencies.

QUALIFICATIONS & COMPETENCIES Education

• Bachelor’s degree or equivalent experience

Qualifications - Experience, technical skills

• Proven success in a Customer Service role for 2+ years with a passion for building customer loyalty. If you have experience in a similar role within Life Sciences, it´s an advantage.

• Documented experience in Microsoft Office and Salesforce programs and an ability to learn other software and ERP systems.

• Excellent language skills, both verbally and written, in English is mandatory.

Competencies -

Personal skills and abilities

As a person you should have strong organizational skills as well as the ability to communicate with both customers and internal stakeholders in a clear and friendly way. In this role it is crucial to be good at multitasking while keeping a strong customer focus and to thrive in a fast-paced environment. Finally at Olink we have a commitment to implementing feedback as a means to achieving individual and company performance goals.

Function: Customer Service
Experience Level: Mid-Senior Level