Customer Care Coordinator - Domestic

Full-time

Description

SUMMARY OF POSITION:

Responsible for providing the highest customer service to customers by responding to their inquiries and resolving their concerns regarding the products offered.

ESSENTIAL FUNCTIONS, included but not limited to:

• Build and maintain customer relationships for domestic accounts.
• Responsible for processing orders and checking stock levels for availability of products and expiration dates in the ERP system & responding to customer inquiries.
• Enter customer purchase orders in the ERP system and allocate products to ensure customer and regulatory requirements are accurate and adhere to national standards.
• In the verification process, review domestic orders placed by another domestic care coordinator(s) to ensure accuracy prior to sending the order confirmation to the customer.
• Correspond via email and/or phone to confirm product availability and shipping details.
• Provide shipping details to the logistics department for confirmed orders.
• Enter customer request date in the order confirmation; provide customer estimated time frame for delivery based on the agreed upon terms.
• Complete invoicing in ERP system after receiving shipping documentation and tracking information.
• Enter new customer information and sales agreements in the ERP system.
• Maintain and update master files on a continual basis.
• Provide Open Orders Report monthly to Site General Manager and Sales Department or as needed.
• Work with the Accounting Department to process credit card payments, resolve payment issues, and handle accounts that are on credit hold.
• Support Accounting Department during external audits with the necessary documentation.
• Transfer customer complaints or questions to the Commercial Support Department.
• Assist Commercial Support with necessary documentation on open ticket investigations.
• Adhere to current Good Manufacturing Practices (cGMP).
• Comply with Company policies, Quality Management System (QMS) and Standard Operation Procedure (SOPs), etc.

OTHER FUNCTIONS:

• Ensure compliance with safety regulations and procedures are implemented and followed; Maintain clean and safe work area.
• Assist as needed in other areas of the Company where training requirements have been completed.
• Perform other duties as assigned.

SUPERVISORY RESPONSIBILITIES:

• None.

TRAVEL

• None.

Requirements

REQUIRED QUALIFICATIONS:

• High School Diploma or its equivalent.
• Legally authorized to work in the United States.
• Previous experience in a customer support role or client service representative.

PREFERRED QUALIFICATIONS:

• Prior phone contact handling skills and active listening.
• Knowledgeable with ERP systems such as ProAlpha, Oracle, SAP and AS400.
• Familiarity with WMS or other inventory management systems and practices.
• Logistics, shipping and/or receiving experience.
• Experience in a cGMP environment.

BASIC SKILLS AND ABILITIES:

• Detail oriented with a high level of accuracy, efficiency, and accountability.? Good computer skills including Microsoft Word, Excel, Outlook.
• Strong organizational skills to meet goals and set priorities.
• Proven ability to handle multiple projects and meet deadlines; work in a fast-paced environment..
• Versatility, flexibility, and a willingness to work within constantly changing priorities with enthusiasm.
• Initiative to offer new innovative ideas and improve processes.
• Ability to work independently and as a member of various teams and committees.
• Project a positive company image by interacting with fellow employees, customers, and management in a cooperative, supportive, and courteous manner; displays a professional attitude.
• Ability to operate related office equipment, such as computers, and copiers.
• Good typing skills for accurate keystrokes in data entry.

REASONING ABILITIES:

• Ability to define problems, collect data, establish facts, and draw valid conclusions.
• Ability to interpret an extensive variety of technical instructions in mathematical or diagram form and deal with several abstract and concrete variables.

LANGUAGE SKILLS:

• Good written and oral communication skills; ability to read, write, speak, and understand the English language; ability to communicate effectively, internally, and externally at all levels.
• Excellent telephone manner for making initial contact and for ongoing communication with customers and business associates.
• Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals.

MATHEMATICAL SKILLS:

• Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals.
• General knowledge of the metric system units (length, area, volume, capacity, mass, and weight) and U.S. equivalents.

VISUAL ACUITY:

• Close visual acuity to perform an activity such as preparing and analyzing data, transcribing, viewing a computer terminal, and reading.

PHYSICAL DEMANDS:

• Must be able to wear and work in personnel protective equipment (PPE) as required.
• Light physical activity performing non-strenuous daily activities of a primarily administrative nature.
• Stationary position sitting for prolonged periods of time while utilizing standard office tools.
• Constant repetitive motions that may include the wrists, hands and/or fingers to operate keyboard and mouse; dexterity and coordination necessary to handle files and single pieces of paper.
• The ability to hear, understand, and distinguish speech.
• Frequently communicate information and ideas with others to exchange information and understanding. Able to exchange accurate information in these situations.
• Frequently lift and/or move up to 10 pounds, occasionally lift and/or move up to 25 pounds, and rarely lift and/or move up to 50 pounds.
• Occasionally move about inside the facility to access office machinery, correspond with other departments, attend meetings/training, etc.
• Occasionally reaching for items above and below desk level.? Occasionally required to climb or balance; squat, stoop, kneel, or crouch.

ENVIRONMENT CONDITIONS:

• Well lit, heated/air-conditioned indoor office setting with adequate ventilation.
• Noise level in the work environment is moderate