Job Description

Primary Function:

Responds to customer inquiries and complaints (telephone or e-mail) ensuring customer satisfaction. Analyze problems and resolve routine and moderately complex problems including, but not limited to, returns, shortages, adjustments, and expediting orders ensuring that customer and company needs are met. Enter purchase ordering ensuring process is followed as well as create disputes for customer penalties when needed. Assists Commercial Project Manager with providing project planning and management for critical new product launches including all scale-up and commercial activities, along with supporting on-going customer relationships.

Key Responsibilities:

• Assist Commercial Project Manager with driving to completion all aspects of the projects including:
  • Technology transfers
  • Analytical method development and validations
  • Product development (benchtop to engineering batches)
  • Manufacturing scale up (engineering batches through commercial process validations)
  • Supply chain, procurement of new materials, qualification of new vendors, and order fulfilment
• Owns open order reports and reviews with assigned customers weekly.
• Research market for potential customers to reach out to for pipeline maintenance.
• Provide necessary follow-up and initiates correspondence.
• Input customer orders, GPMs, TIS request, complaints using the Complaint Tracking System, price requests and follow-up as required to support established service levels while staying within policy guidelines.

• Support sales and business development initiatives when new options are available or where it would appropriately support the customers needs.
• Communicates with all individuals whose involvement impacts customer communications.
• Update information into computerized system as well as manual record-keeping systems.
• Performs other related duties as assigned by management.

Skills & Knowledge Required:

• High school diploma or general education degree (GED) required, Associate's Degree (AA) or equivalent from a two-year college or technical school preferred
• Computer skills required: Accounting Software; Inventory Software; Microsoft Office Suite; Project Management Software; CRM Software; SAP

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