A Customer Service Supervisor supervises staff that provide customer service for a company. Assists staff as needed, or deals directly with customers. Implements policies with regard to company products or services. Answers questions, resolves problems and complaints and approves refunds or exchanges for customers.
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.
Pay:
$22.00 - $24.00 per hour Expected hours: 40.0 per week
Benefits:
401(k) Dental insurance Health insurance Vision insurance
Education:
High school or equivalent (Required)
Experience:
Customer Service & Call Center:
2 years (Required) Proficiency in
MS Office:
2 years (Required) Phone etiquette: 2 years (Required) High volume of customer inquiries, cases, and orders : 2 years (Required) Typing speed of approximately 50
WPM:
2 years (Required) Strong customer focus and attention to detail: 2 years (Required)
