Job Responsibilities:
1. Daily coordination of all customer-facing activities related to custom (make-to-order) reagent quote and order management, including follow-up and resolution.
2. Communicate with external customers via phone, fax, and email. Interact directly with intercompany/international offices to support regional customers.
3. Interacts with Marketing, Operations, Manufacturing, Technical Application/Product Support, Planning, Shipping and other functional groups to drive the process from inquiry to order fulfillment.
4. Work with custom service department to ensure timely quote creation and order placement of customer orders and provide support to address question/issues as they arise.
5. Respond accurately and professionally to the customer and internal personnel inquiries, providing pricing, availability, terms and conditions, and other product and order related information.
6. Reviews cost structures and prepares margin analysis as needed
7. Identify repeat orders, ensue consistency in order fulfillment. Manage and update forecasts based on customer inputs and ordering trends
8. Update customers on order and shipment progress, alert in advance regarding deliver delays
9. Coordinate cross- plant planning of materials. Work closely with planner to monitor in process orders and ensure on time delivery. Run and review/manage Open order Report daily.
10. Complies with all GMP, regulatory and ISO guidelines including company policies and departmental procedures.
11. Highly involved in production activities, planning across all sites. Creation of production orders, as needed, and monitoring progress to ensure adherence to schedule. Also involves coordinating production activities cross-plants.
12. Ensure capturing all customer inquiries in system through the life of the order fulfillment. Responsible for updating customer record with relevant information needed for quote creation. This includes but not limited to feasibility analysis and master data creation. Work closely with the Master Data Organization (MDO) and appropriate support functions to ensure quote creation within established metrics.
13. Create and maintain custom materials and services in SAP. Work directly with the Master Data organization to create and maintain product structure -BOMs, routings, Quality Inspection Plans, list prices, listing and exclusions and material master records. Also responsible for managing any requested changes in master data.
14. Responsible for any SAP related data for Contract Services. This includes creation of service contracts and service orders. Responsible for confirming goods and hours as consumed by each project, as well as, ensuring proper invoicing.
15. Project Management: To be able to take on and manage projects as needed and as they relate to current job responsibilities or to implement lean manufacturing.
16. Responsible for monitoring and reporting metrics and reports for associated responsibilities: On time delivery metrics, lead time metrics, scrap reports, etc
17. Responsible to trouble shooting production variances and working with Finance and the MDO to resolve these issues where appropriate
18. Represent customs on various teams as needed (ie. S&OP, Core Teams, QA, Finance, etc)
19. Creation and maintenance of custom specific Work Instructions and SOPs
20. Maintain supplemental databases to track various aspects of the custom business.
21. Schedule and organize meetings, maintain agenda, record meeting minutes and track action items to completion
22. Proactively review processes and recommend changes and improvements
23. Keep stakeholders informed on the status of work completion relative to scheduled deadlines.
24. Brings regulatory compliance questions/issues to the attention of management when necessary
25. Performs other related duties and assignments as required.
26. Participate, as needed, in implementation of all system upgrades, ex: SAP, Filemaker, etc.
27. Promote a safe work environment. Follows Environmental, Health and Safety (EH&S) policies and procedures. Takes responsibility for safety in immediate work area. Participate
- Handle service issues, complaints and normal customer service
- Manage allocation of parts to support customer orders and customer service priorities
- Resolve customer or account issues
- Provide world class customer service
- Add a customer service coordinator to passionate team
- Act safely at all times
- Resolve customer service delivery issues
- Inspect furniture returns and exchanges
- Managing customer requirements, and communicating customer service concerns
- Providing exceptional customer service to the customer base and supporting the service team
- Provide world class customer service and to anticipate customer needs
- Emailed or faxed orders coming in to customer service
- Gathering competitive data and customer service
- Maintain regular communication with assigned customer accounts and respond to customer service issues
- Enhance the customer's shopping experience
- Work independently to resolve customer service issues
- Resolve escalated customer service issues
- Maintain regular communication with assigned customer accounts and respond to customer service
- Maintain regular communication with assigned customer accounts and respond to customer service issues
- Meet customer demand and Guardian service goals communicating customer service concerns
Education required - Bachelors Degree. A degree in the life sciences is preferred.
• Experience required - Minimum 2 to 4 years experience in a biotechnology or manufacturing environment preferred. Customer facing background required.
• 3 must haves on a resume - Experience with SAP or a similar ERP system is required
Strong skills in Customer Relationship Management, Effective organization, planning and time management skills are required.