Job Title: Customer Service Coordinator II

Position Summary:

• Location: Tewksbury, MA — Onsite
• Work Schedule: Monday–Friday, 9:30 AM – 6:00 PM (EST)
• Assignment: 6 months anticipated, with potential for extension based on business demand
• Education: High school diploma or equivalent
• Preferred Experience: 2+ years of customer service or call center experience

Make an Impact Through Exceptional Customer Service:

As a Customer Service Coordinator II, you’ll be a key point of contact for North American customers and work closely with teams across the organization, including Sales, Accounting/Credit, New Accounts, Complaints, Pricing, Quality, Manufacturing, Distribution, Marketing, and Scientific Support.

This is an excellent opportunity for a customer-focused professional who enjoys problem-solving, working with people, managing multiple priorities, and using technology to deliver outstanding service.

You’ll help ensure every customer interaction reflects a commitment to professional, accurate, and world-class customer service.

What You’ll Do:

• Serve as a first point of contact on the customer service 800# phone line, as well as through email.
• Manage a high volume of customer inquiries, cases, and orders in Salesforce.com.
• Provide accurate information regarding inventory, pricing, technical inquiries, and shipping.
• Perform accurate order entry and order management for a large customer base.
• Work across multiple systems to research information and resolve customer needs efficiently.
• Independently troubleshoot issues, negotiate solutions, and provide appropriate customer accommodations using sound judgment.
• Assist the Complaint team with customer complaints and related follow-up.
• Maintain and update customer/dealer profiles, ensuring information such as payment terms, carriers, and freight terms is accurate.
• Partner with the New Accounts team to address account setup changes.
• Ensure timely and thorough follow-up with customers and internal partners.
• Attend product and technical training as scheduled.
• Collaborate with cross-functional teams to continuously improve the customer experience. 

Requirements:

• High school diploma or equivalent.
• Ability to successfully manage high-volume phone, case, and order-entry activity in a fast-paced environment.
• Ability to remain calm and professional when handling challenging situations.
• Excellent verbal and written communication skills.
• Strong customer focus and attention to detail.
• Effective problem-solving skills and the ability to independently identify timely solutions.
• Proficiency with Microsoft Word, Excel, email, and web-based applications.
• Typing speed of approximately 50 WPM.
• Reliable, punctual attendance.
• Ability to meet or exceed department performance metrics.
• Adaptability and willingness to identify opportunities for improvement.

Preferred:

• 2+ years of commercial or customer service experience, particularly in a call center environment.
• Experience in the Life Sciences industry or a related field.
• Experience with PeopleSoft Order Management or a comparable system.
• Experience with Salesforce.com case management.
• Previous call center experience.

The Qualities That Will Help You Succeed:

We’re looking for someone who is:

• Customer-focused and committed to delivering an exceptional experience.
• Organized and detail-oriented, with the ability to multitask effectively on a computer.
• Positive and energetic, even in a high-volume environment.
• Dependable and committed, with a strong work ethic.
• Comfortable working independently while collaborating effectively with a team.
• Adaptable and confident navigating a rapidly changing environment.

Pay Transparency:

• This is the pay range that Magnit reasonably expects to pay someone for this position is $24.00/hour - $24.00/hour W-2.
• Benefits: Medical, Dental, Vision, 401K (provided minimum eligibility hours are met).
   

Why This Opportunity?

If you enjoy helping customers, solving problems, working across teams, and making a measurable impact in a fast-paced environment, this role offers the opportunity to put those skills to work every day.

Bring your customer service expertise, problem-solving skills, and positive energy to the team.