Customer Service Representative *PC 1195

Your Role:

The Customer Service Representative is responsible for accurately processing customer orders and answering customer inquiries for an extensive product portfolio of research and clinical consumables, as well as research instruments and services. This position requires coordination with customers, product managers, sales, finance, service and supply chain functions, locally (US) and globally (HQ), to ensure successful and timely delivery of Miltenyi products, equipment and services. Your dedication and commitment to excellence will make a real difference in the lives of patients suffering from cancer and degenerative diseases.

Essential Duties and Responsibilities:

• Communicate correspond and interact with customers through a variety of traditional and digital channels.
• Process customer orders for an extensive product portfolio containing research and clinical consumables, as well as research instrument equipment and services through the full order cycle from receipt to order entry into the ERP system through successful fulfilment, delivery and payment/invoicing.
• Manage and process transactions for medium complexity specialty order types and rotations as assigned (including inquiries, blanket contracts, time and material billing, scheduled orders, and quotes).
• Follow specific standard operating procedures (SOPs) and work instructions while conducting all business-related duties and transactions. Adheres to applicable ISO, PCI and regulatory compliance standards.
• Validate account information assigned aligns with the information on the customer PO; identify account discrepancies and address those for corrective action with the Data Management function.
• Apply critical thinking and judgment when reviewing and assessing acceptability, accuracy and completeness of purchase orders. Identifify, communicate and resolves discrepancies to ensure orders are submitted in compliance with established business policies.
• Perform research and apply strategies to identify / eliminate sources of discrepancy. Determine applicability of quotes, Discount Sales Agreements, and promotions.
• Request purchase order revisions or rejects acceptance of POs when purchasing criteria or terminology on PO cannot be agreed to, or is not in compliance with established business policies, terms and conditions. Clearly communicates requirements, both verbally and in writing.
• Ensure order processing and fulfilment accuracy throughout the order to delivery / supply chain journey. Determine required changes and adjusts relevant key data fields within SAP based on a variety of factors, including business policies, system specifications & limitations, individual product classification, temperature requirements, fulfilling warehouse, and customers' ability to receive product.
• Responsible for all aspects of open orders management. Continuously review open product lines / orders for changes in inventory availability from a variety of sources and identifies the appropriate fulfilment path.
• Coordinate with customers, product managers, sales, finance, and supply chain functions, locally (US) and globally (HQ), to ensure on time shipment of material.
• Actively monitor customer delivery schedules for on-time release of delivery notes and expedites or escalates orders when necessary.
• Utilize various digital systems, tools and technologies required to enable execution and completion of everyday tasks. Ensure all supportive documentation is stored and documented systematically.
• Capture, communicate and escalate product and general customer complaints to create awareness within impacted functions and enable traceability within established QMS systems for issue resolution.
• Other duties as assigned.

Requirements;

• High School Diploma required; Associate degree or higher level of education preferred; Minimum of 4 years of Customer Service experience
• Minimum of 2 years of B2B Customer Service experience, preferably in the life sciences, medical device, or pharma industry.
• Minimum of 2 years Order Entry / Order Processing experience.

Knowledge:

• Intermediate to advanced experience working with SAP ERP (SD) and CRM, or other large-scale ERP/CRM tools.
• Experience with Sales & Service Cloud / Case Management platforms.
• Experience with digital telephony tools (i.e. Cisco Finesse/Jabber).

Skills:

• Meticulous attention to detail required
• Excellent and effective professional communication skills required, verbally and in writing (English)
• Strong people skills; Interpersonal and relationship building skills
• Strong focus to foster a great customer experience
• MS Office Suite (Teams, Excel, Word, Outlook, PPT) - Intermediate
• Minimum typing speed at 40 wpm with an accuracy of 95% or higher

Abilities:

• Effective and professional communication skills, verbal and written
• Work effectively in ambiguous and/or stressful situations
• Ability to multi-task and switch between various channels, including telephone, email, other
• Ability to handle a large volume of work with firm deadlines
• Effective time management, organization and problem-solving skills
• Ability to work independently and as part of a team
• Ability to operate within / navigate between a multitude of digital systems / sessions seamlessly
• Ability to remain calm, patient and courteous with customers at all times, including stressful situations

Physical Demands:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee is regularly required to walk; use hands to finger, handle, or feel; reach with hands and arms and talk or hear. The employee is required to stand; climb or balance and stoop, kneel, crouch, or crawl. The employee must