Life Sciences Customer Care Representative

Life Sciences Customer Care Representative
Based on experience $18-22/hour with excellent benefit package!

Job Summary:

This team member is a large part of our goal for creating a fantastic customer experience, which includes the customer order fulfillment process, day to day communications with current customers concerning order entry, follow-up of orders, forecast information gathering, pricing, and order status inquiries. In addition, this team member partners closely with several internal business partners such as: Product Development, Quality Control, Production Scheduling and Manufacturing. Together they keep the customer informed of project status, resolution of customer complaints, delivery challenges and order expedites.

Key responsibilities include (but are not limited to):

Acts as the primary Customer Advocate for assigned accounts with respect to the entire order fulfillment process including: pricing, delivery, and quality of products supplied.
Provide primary internal customer contact for all order processing activities. Accepts orders over the phone, fax, or EDI. Acknowledges delivery and pricing information. Follows up to assure commitments are kept and communicates any issues that may impact our commitments.
Assist members of the Sales Team in communicating effectively with territory accounts as it relates to all facets of the business relationship.
Helps the Account Management team identify account needs and wants. Assist in developing action plans to address account requirements and requests.
Quote customers on a routine basis for standard products, assist customers with options for meeting specific customer requirements when ordering Porex products.
Communicate verbally and in writing with accounts concerning their status with Porex as it relates to receivables, orders, and other account specific issues.
Implement company policies as they relate to the order fulfillment process.
Report any potential competitive activities on a timely basis to account manager.
Work closely with Marketing and Sales to determine account satisfaction levels. Report important changes in account activities when it comes to ordering trends with key accounts. Help develop data to assist in measurement of territory trends and performance.
Visit Customers on an as needed basis to build and foster a positive working relationship with the assigned accounts.

Required Qualifications:

2 to 3 years of customer service related experience, Associate's degree required
Strong computer skills necessary, including ERP Systems knowledge, word processing, spreadsheet analysis, and database management.
Strong verbal and written communication skills.
Strong organizational skills with ability to handle a variety of tasks simultaneously.
Strong interpersonal/communications skills.
Proven ability to adapt to different people and work assignments.
Exceptional problem solving, critical thinking and customer service skills.
Team player, committed to working hard to meet goals as well as ensuring customer satisfaction.
Ability to remain calm under pressure and maintain a professional demeanor.
A strong focus on detail and accuracy of work with the ability to take on full ownership of assigned work
10% travel required - to visit customers on an as needed basis.

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Reference number US_EN_2__138000