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

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<font size="3" certified="" great="" place="" to="" work.Colorcon
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