Your Tasks:
The Customer Service Associate (B2B) is responsible for accurately processing customer orders and answering customer inquiries for an extensive product portfolio of research consumables, as well as limited clinical consumables. This position requires coordination with customers, product managers, sales, finance, service and supply chain functions, to ensure successful and timely delivery of Liofilchem products. Your dedication and commitment to excellence will make a real difference in the lives of patients suffering from infectious 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 of research consumables as well as limited clinical consumables (not for human use) through the full order cycle from receipt, to order entry into the ERP system through successful fulfilment, delivery and payment/invoicing
* Follow specific standard operating procedures (SOPs) and work instructions while conducting all business-related duties and transactions. Adhere to applicable ISO, PCI and regulatory compliance standards.
* Validate account information assigned aligns with the information on the customer PO; identify account discrepancies and addresses 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. Identifies, communicates 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 PO's when purchasing criteria or terminology on PO cannot be agreed to, or is not in compliance with established business policies, terms and conditions. Clearly communicate 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 ERP 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 identify the appropriate fulfilment path.
* Coordinate with customers, product managers, sales, finance, and supply chain functions 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 2 years of Customer Service experience; or a combination of education and experience.
* Order Entry / Order Processing experience.
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.
Knowledge
* Experience working with ERP and CRM, or other large-scale ERP/CRM tools.
* Experience with Sales & Service Cloud / Case Management platforms.
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. Must have ability to handle more than one task at a time and must work at a rapid pace while maintaining attention to detail.
Liofilchem, based in Roseto degli Abruzzi, Italy, where the entire processes of R&D, production and quality control are carried out, is certified ISO 9001, ISO13485 and develops products in accordance with the major international standards, including EUCAST and CLSI.
Liofilchem produces panels for microbial identification and antimicrobial susceptibility testing, MIC Test Strip, antibiotic discs, swabs, ready to use culture media in petri dish, tube, bottle and dip-slide, dehydrated culture media, selective supplements, bio-indicators for the sterilization process control.
The Liofilchem products are used in over 150 Countries in the world.