Job description
Overview:
Essential Duties and Responsibilities:
Qualifications:
We are hiring a customer service representative to manage customer queries and complaints. You will also be asked to process orders, modifications, and escalate complaints across a number of communication channels. To do well in this role you need to be able to remain calm when customers are frustrated and have experience working with computers.
Responsibilities:
Essential Duties and Responsibilities:
- As a member of the customer service team, you will guide the daily work activity by providing “one face” to the customer by supporting all customer inquiries and order entry for Repligen’s global customer base:
- Product and service information, pricing quotations
- Order management (from receipt to post-delivery support
- Triaging inquiries into internal cross-functional teams for resolution
- Order execution using our SAP ERP system.
- Use of Salesforce.com for sales POs generated from a quote into Customer Service.
- Lead and mentor the partnership with product management, supply chain and distribution to ensure the downstream process of pick, pack, ship and deliver is executed to the customer’s expectation
- Coordinate with the finance team to ensure accurate order invoices and timely receivables
- Communicate with overseas offices (China, Breda, Japan, India, Korea)
- Oversea maintenance of EDI system by checking the daily runs and correcting any errors
- Coordinate with Shipping about Rush Orders, Special Orders, and Stock checks, shipping quotes
- Coordinate with Production team regarding lead times, stock, and errors. Help coordinate Rush Orders
- Support field sales and coordinate logistics for marketing activities such as tradeshows and conferences
- Support the team’s conflict resolution associated with Customer Service’s platform of responsibility
- Coordinate and delegating project activity on the team
- Represent the Customer Service function in cross-functional projects
- Coordinate all user acceptance testing for the team
- Lead the updating/documenting of process required for Customer Service
- Help lead and guide all SAP activity for successful implementation of new ERP system
Qualifications:
- 5 years’ experience in global customer service/order management with a strongly developed commitment to client services
- 2+ years working with SAP systems, experience in Salesforce.com a plus
- Life Sciences industry experience preferred
- Global experience in customer service and order management; with strong cultural awareness
- Understanding of import/export/trade compliance requirements globally
- Understanding of revenue recognition requirements for a publically held company
- Experience in an ISO9001 quality system a plus
- Excellent attention to detail and strong organizational skills
- Strong analytical and problem-solving skills
- Excellent verbal and written communication skill required for internal and external purposes
- Ability to mentor
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