Job Description
Associate Client Services Coordinator
About the Company
For over two decades, Corporate Translations, an ISO and EN certified company, has dedicated itself to
answering the demand for high quality language solutions for the pharmaceutical, biotech, and medical
device industries. Clarity about who we are and what our clients' expectations are has always shaped
our company's culture, values, strategy and operations.
Our employees are highly skilled in delivering translation solutions for the life science markets. Our
combined strengths enable Corporate Translations to provide industry-specific, integrated solutions in
more than 80 languages to more than 5,000 clients at over 400 of the most respected companies in the
U.S., Europe, and Asia. Corporate Translations has completed over 100,000 distinct projects for these
customers.
Corporate Translations provides both a small-company environment and the opportunity to work directly
with some of the largest companies in the world. Our hiring philosophy is to attract the most talented and
driven individuals, and to let them use their skills to chart their own course while making significant
contributions to the company.
For the complete story about our company, please visit our website at www.corptransinc.com.
Primary Purpose
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Under the direct supervision of the Client Services Supervisor and/or Client Services Manager, to
provide current and prospective clients with accurate and timely cost estimates (quotes), provide
best practices information to clients, process jobs/projects submitted for translation based upon
customer needs and company/translator production capabilities, and work as a team with the
assigned Regional Sales Manager for each account. May serve on client or project specific team.
Note: Following initial training period (estimated three months), the work hours for this position may
change to earlier start/end times (ex. 7:00am to 3pm, M-F). The position may occasionally work
holiday(s) or alternate schedule based upon client and department coverage needs. See notes in the
Work Schedule section.
Essential Functions
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Understands and adheres to company Quality Management System (QMS) requirements including
but not limited to ISO 9001 and EN 15038 standards.
Communicates with clients to obtain all relevant specifications for each quote and job, to provide
subject matter expertise and suggested best practices information, to ensure client needs are met
and issues are resolved, to describe company products and services, in an effort to maintain and
expand the current and prospective client base.
Researches prior translation projects to determine whether an incoming project is the same or
similar to previous project(s), avoid duplication and provide archive discount. Set up and analyze
document comparison as needed.
Prepares accurate and competitive quotations based on applicable pricing methodologies (i.e.
standard or client specific) and job/document specific information (i.e. document type, word counts,
Corporate Translations, Inc. | 77 Hartland St. | East Hartford, CT 06108 | 860-727-6000 | www.corptransinc.com
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client requirements, formatting time, etc.). Uses any tools necessary to prepare quotes, including
Microsoft Word, Excel, ABBYY scan, Across, etc.
Processes jobs of minimal complexity representing a variety of document and process types (i.e.
Informed Consents, Protocols, Typeset, etc.) in accordance with client specifications and internal
process/production requirements
Provides follow through consultation with clients on changes to projects, priorities, etc.
Coordinates with colleagues in other departments to ensure cost and time estimates are accurate
and take into consideration available internal and external resources, and that orders are processed
according to client requests.
Provides accurate, clear, concise and timely project instructions to all production departments and
staff working on a given project, and follows-up as necessary to ensure instructions are followed
throughout the production process of each individual job..
Contributes to the content of work instructions and/or other reference materials associated with
processes and procedures that are relevant to the Client Services department. Composes or
generates a variety of materials (e.g. reports, memos, letters, manuals, etc.) for the purpose of
documenting activities, and providing written reference and/or conveying information regarding the
status of client requests.
Maintains accurate, up-to-date and complete records of all quotes, jobs and clients within the CRM
system.
Ensures accurate reporting of and compliance with all relevant Client Services data elements
needed for monitoring and reporting Key Performance Indicators (KPIs), Master Services
Agreements (MSAs) and/or Service Level Agreements (SLAs).
Maintains knowledge of quoted prices, win/loss ratio and client satisfaction to facilitate
recommendation for change within the quoting and/or pricing process on a per client and/or
company-wide basis. Engages in ongoing training and professional development.
Facilitates and adheres to applicable ISO requirements, client level SLAs/MSAs and department and
company-wide KPIs.
Coordinate with the Accounting Department to ensure proper processing of invoices and payments
for projects.
Conducts special projects as assigned.
Additional Duties
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Performs other related duties, as assigned, for the purpose of ensuring the efficient and effective
functioning of the Client Services Department or other company goals and objectives.
Note: The above description is illustrative of tasks and responsibilities. It is not meant to be
all inclusive of every task or responsibility.
Equipment
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Uses standard office equipment such as personal computer, scanner, copy machine, fax machine,
telephone/headset.
Work Schedules
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Twelve months per year, standard work schedule as needed to successfully meet individual and
department goals and objectives, and meet employee and client needs, including a reasonable
amount of overtime as necessary.
Following initial training period (estimated three months), the work hours may change to earlier
start/end times (ex. 7:00am to 3pm, M-F).
Corporate Translations, Inc. | 77 Hartland St. | East Hartford, CT 06108 | 860-727-6000 | www.corptransinc.com
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May occasionally work holiday(s) or alternate schedule based upon client and department coverage
needs.
Knowledge, Skills and Abilities
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Knowledge of English grammar, syntax, and word usage, and excellent proofreading skills.
Organizational and time management skills.
Excellent customer service skills, including the ability to communicate clearly with clients and resolve
customer issues or complaints.
Ability to quote and process a variety of project types, anticipate issues on projects, and provide proactive solutions.
Ability to report work orally or in writing to supervisor as required.
Ability to carry out instructions furnished in written or oral form, with attention to detail, and to work with
minimal supervision.
Ability to understand, apply and use personal computers and software applications (e.g., Word, Excel,
Powerpoint, Across, Acrobat, etc.).
Ability to prioritize and creatively problem solve job and production related issues.
Ability to work as part of a team and with a diverse group of individuals.
Ability to maintain confidentiality of information regarding company financial and other information.
Ability to establish and maintain cooperative working relationships with others contacted in the course
of work; teamwork and consensus-building skills.
Ability to resolve customer service issues in a professional and efficient manner.
Physical and Mental Demands, Work Hazards
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Works in standard office building environments.
See the Summary of Physical, Sensory and Environmental Requirements Needed to Perform Essential
Job Duties for this position.
Qualification Profile
Any combination of education and experience providing the required skills and knowledge for successful
performance would be qualifying. Typical qualifications would be equivalent to:
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Associate’s Degree in Business, English, Foreign Language, Sales, Marketing, or other related field
required. Bachelors Degree preferred.
Successful customer service/account management experience preferred.
Translation experience preferred.
FLSA Status: Non-Exempt
Date: 03/2017
EQUAL EMPLOYMENT OPPORTUNITY EMPLOYER
Corporate Translations, Inc. | 77 Hartland St. | East Hartford, CT 06108 | 860-727-6000 | www.corptransinc.com