Inbound Customer Support Specialist 1
Company: Charles River Laboratories, Research Models and Se
Location: Wilmington
Posted on: February 25, 2021
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Job Description:
For 70 years, Charles River employees have worked together to
assist in the discovery, development and safe manufacture of new
drug therapies. When you join our family, you will have a
significant impact on the health and well-being of people across
the globe. Whether your background is in life sciences, finance,
IT, sales or another area, your skills will play an important role
in the work we perform. In return, we'll help you build a career
that you can feel passionate about. Job Summary We are seeking an
Inbound Customer Support Specialist for our site in Wilmington,
MA.-- Participates in the development of plans for product/service
promotion in support of marketing objectives. Helps define
marketing objectives and strategies, and translate strategies into
communication tactics, including project management, planning, and
scheduling. Participates in the creation of marketing plans and
serves as a liaison between key internal constituents to articulate
the brand's and business unit's position and to ensure consistency
of the brand and corporate image in all programs, events and
promotional pieces. Collaborates with Business Team members to
plan, develop and produce promotional tools and communication
vehicles to support brand marketing, corporate marketing, and sales
efforts. Supports communications projects in the areas of
advertising and promotional programs, public relations and trade
shows, including Internet-based communications. Prepares materials
for internal and external presentations on products and scientific
communications. Responsibility may include managing agency
contracts as needed. May serve as editor for formal business
communications. BASIC SUMMARY:--
Triage incoming product inquiry e-mails, web forms, phone calls,
and live chats to the applicable business group. Qualify and record
new leads within SalesForce Service Console. Ensure customers'
questions/concerns are directed to appropriate staff. ESSENTIAL
DUTIES AND RESPONSIBILITIES:--
-----Answer all incoming calls through the 1-877-CRIVER1 line.
-----Qualify and record new leads received via phone calls, web
forms, e-mails, and live chats, and direct the inquiries to the
appropriate regional sales managers and specialists.
-----Share customer problems/concerns with appropriate departments
for quality resolution.
-----Qualify and enroll customers for secure website access with a
username and password.
-----Maintain a working knowledge of all company product lines.
-----Perform all other related duties as assigned. The below are
the minimum requirements related to the Inbound Customer Support
Specialist position.--
-----Education: Associate's degree (A.A./A.S.) or equivalent in
business, life science or related discipline required. Bachelor's
degree (B.A./B.S.) preferred.
-----Experience: Two to four years related experience.
-----An equivalent combination of education and experience may be
accepted as a satisfactory substitute for the specific education
and experience listed above. Requirements ESSENTIAL DUTIES AND
RESPONSIBILITIES:
--- Document details regarding customer communications in
SalesForce.--
--- Qualify and record new leads received via phone calls, web
forms, e-mails, and live chats, and direct the inquiries to the
appropriate regional sales managers and specialists.
--- As appropriate, refer calls, questions, or problems to the
Professional Staff, Client Relations, Product Management, or
external organizations.
--- Serve as a customer liaison for problem solving.
--- Support the Professional Staff as needed.
--- Support research animal diagnostic services inquiries by
answering questions about sample requirements, shipping, turnaround
time, and results interpretation.
--- Perform literature searches for internal and external
customers.
--- Obtain reprints of articles from external sources.
--- Follow-up with Professional staff and others to whom questions
were referred, to insure timely processing of customer
inquiries.
--- Maintain a working knowledge of all company product lines.
--- Perform all other related duties as assigned.
QUALIFICATIONS:
--- Education: Bachelor's degree (B.A/B.S.) or equivalent in life
science related field (e.g., Biology) or related discipline.
--- Experience: Two to four years of experience--
--- An equivalent combination of education and experience may be
accepted as a satisfactory substitute for the specific education
and experience listed above.
--- Certification/Licensure: None. PHYSICAL DEMANDS:
--- While performing the duties of this job, the employee is
regularly required to talk, hear, and work/type at a
computer.--
--- Specific vision abilities required by this job include close
vision and the ability to adjust focus.
--- Must regularly operate a computer and occasionally operate
other office productivity machinery such as a calculator, copy
machine, and computer printer.--
--- Regularly provides information to and receives information
from/through various technologies, media, sources, and contacts.
Must be able to accurately exchange accurate information in these
situations. About Corporate Functions The Corporate Functions
provide operational support across Charles River in areas such as
Human Resources, Finance, IT, Legal, Sales, Quality Assurance,
Marketing, and Corporate Development. They partner with their
colleagues across the company to develop and drive strategies and
to set global standards. The functions are essential to providing a
bridge between strategic vision and operational readiness, to
ensure ongoing functional innovation and capability improvement.
About Charles River Charles River is an early-stage contract
research organization (CRO). We have built upon our foundation of
laboratory animal medicine and science to develop a diverse
portfolio of discovery and safety assessment services, both Good
Laboratory Practice (GLP) and non-GLP, to support clients from
target identification through preclinical development. Charles
River also provides a suite of products and services to support our
clients' clinical laboratory testing needs and manufacturing
activities. Utilizing this broad portfolio of products and services
enables our clients to create a more flexible drug development
model, which reduces their costs, enhances their productivity and
effectiveness to increase speed to market. With over 13,000
employees within 80 facilities in 23 countries around the globe, we
are strategically positioned to coordinate worldwide resources and
apply multidisciplinary perspectives in resolving our client's
unique challenges. Our client base includes global pharmaceutical
companies, biotechnology companies, government agencies and
hospitals and academic institutions around the world. At Charles
River, we are passionate about our role in improving the quality of
people's lives. Our mission, our excellent science and our strong
sense of purpose guide us in all that we do, and we approach each
day with the knowledge that our work helps to improve the health
and well-being of many across the globe. We have proudly supported
the development of 80% of the drugs approved by the FDA in 2017.
Equal Employment Opportunity
Charles River Laboratories, Inc. is an Equal Opportunity Employer
M/F/Disabled/Vet
Nearest Major Market: Boston
Job Segment: Biotech, Pharmaceutical, Laboratory, Scientific,
Science, Research, Engineering
Keywords: Charles River Laboratories, Research Models and Se, Boston , Inbound Customer Support Specialist 1, Other , Wilmington, Massachusetts
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