Customer Service Coordinator

Customer Service Coordinator

Colorcon is a world leader in the development, supply and technical support of formulated film coating systems, modified release technologies, specialty excipients and functional packaging for the pharmaceutical, nutritional, and animal health industries. Our best-in-class products and technologies are complemented by our extensive formulation experience, application data and value-added services to support all phases of solid oral dose design, development, and manufacture.

Our focus on market issues and technology development has earned Colorcon an international reputation as a pharmaceutical supplier of choice. That reputation is based on superior product quality, unparalleled technical support, extensive regulatory assistance and reliable supply from multiple locations, with our Global Headquarters located in Harleysville, Pennsylvania.

Colorcon has 26 technical service laboratories globally and more than 2100 employees exclusively dedicated to its customer base.

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 they 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:

• All employees are eligible to participate in our company-wide bonus program

• Employees have the choice between three medical plans

• 100% company-paid Dental Insurance for all employees and their qualifying dependents

• Optional Vision Coverage

• Fitness and Wellness Programs

• Employee Assistance Programs (EAP)

• Corporate Social Responsibility Groups (CSR)

• Parental Leave

• Tuition Reimbursement; up to $8,000 per calendar year

• 401(k) Company Matching

• Paid Time Off

• Paid Holidays

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

• 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.)
• Maintain accurate customer database and information on profiles.

Pricing

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

Technology

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

Teamwork

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

Requirements & Skills

• Minimum of two years (2) of direct customer support experience required; experience with business-to-business, quality, and/or regulatory experience strongly preferred.
• Minimum of High school diploma or equivalent is required; with some college preferred.
• Must be customer orientated and possess the ability to focus on the changing needs and wants of the customers.
• Ability to be proactive and thorough in assessing whether customer needs are met.
• Strong verbal and written communication and active listening skills required.
• Must have the ability to understand and input data correctly and utilize data to troubleshoot potential issues and make future recommendations.
• 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.
• Ability to go beyond the current customer interaction to identify broad customer goals and help construct a path for customer success.

Working Location

• Position is based at Colorcon's Global headquarters in Harleysville, PA with the availability for a hybrid schedule.
• Working remotely from a home office will be facilitated when applicable and is at the manager's discretion.

Location:

275 Ruth Road

Harleysville, Pennsylvania, 19438

United States

Colorcon participates in E-Verify and will provide the federal government with your Form I-9 information to confirm that you are authorized to work in the U.S. If E-Verify cannot confirm that you are authorized to work, this employer is required to give you written instructions and an opportunity to contact Department of Homeland Security (DHS) or Social Security Administration (SSA) so you can begin to resolve the issue before the employer can take any action against you, including terminating your employment. Employers can only use E-Verify once you have accepted a job offer and completed the Form I-9.

E-Verify Works for Everyone

For more information on E-Verify, or if you believe that your employer has violated its E-Verify responsibilities, please contact DHS.