Job Description

Job Summary

Respond to customer inquiries and process orders. Resolve routine and basic problems and communicate solutions, escalate complex customer issues to other department members or manager for assistance as needed. Reports to the Manager of Customer Service.

Essential Functions

• Accurately process orders, quotes, RMA’s for returns and/or credits.

• Track order status and delivery date. • Interface between Operations, Supply Chain Management and Logistics.

• Update and maintain order reports.

• Follow up on inquiries from customers relating to status of orders, availability of product and related matters.

• Support Complaints & Return and Quality departments.

• Open customer accounts by recording account information in the customer database and submitting to Accounting personnel.

• Resolve product or service problems by clarifying the customer's complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following up to ensure resolution.

• Prepare product or service reports by collecting and analyzing customer information.

• Interface with Purchasing and Production to determine on-time deliveries.

• Communicate to customer and outside sales representative of any potential issues, advise updates on orders or quotes, secure approved drawings at time of orders, submit Order Acknowledgements.

• Communicate with Planning on customer forecasts. Back-up for Sales Support:

• Create and maintain customer records in master database.

• Liaise between the Sales team, Engineering, Purchasing, Service, and other departments (and systems) for price quotes and commercial terms.

• Coordinate creation of drawings.

• Prepare quotations (“quotes”) and process orders.

• Input accurate pricing in the ERP/CRM system

Assist in the demo and sampling process.

• Support RFI/RFQ activities.

• Support Tender Management.

• Complete department projects.

• Follow up and respond to queries (in a timely manner) from internal and external Customers relating to Lead to Order.

• Support the sales team by assisting with systems, processes, and procedures and other administrative tasks.

• Assist in coordinating customer and prospect meetings when necessary.

• Assist with basic reports on sales targets, activity, and other related metrics.

• Perform other duties as assigned.

Requires a Bachelor’s degree and/or High School diploma (or equivalent) and minimum of 3 years’ related experience. Bio-Pharma (or similar industry) experience preferred. ERP experience (Syteline preferred).