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Location - Walkersville |
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Customer Service Representative II |
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Responsibilities |
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1. Prioritizes all order activities. Processes orders in compliance with established Customer Service Procedures and SOP and MSDS requirements. ISO 9001 certification requires compliance with these procedures. Reviews, edits, and authorizes shipment for each order processed. 2. Determines validity of each price by reviewing all pricing screens before issuing each price. Reviews additional screens to determine all factors related to each quotation. Contacts Pricing and Contracts Team as outlined in procedures. Encourages the establishment of outstanding orders. Reviews, edits, and authorizes standing orders. 3. Conducts on-line order processing activities in a timely manner to provide prompt, effective service and reduce frustration on the part of the customer. 4. Projects positive, friendly, helpful image to each customer, including external customers, sales representatives, and internal customers. Develops and maintains a positive working relationship with team members, customers, sales representatives, and internal customers. 5. Presents potentially negative information, such as extended backorders, customer notifications, and credit holds, in the most positive manner possible under the circumstances.Determines when follow-up by another party is necessary. This applies to positive and negative situations. Defuses angry customers by using professional listening and communication skills. 6. Investigates all requests for credit. Validates claimed product/lot purchases. Determines if credit request is in compliance with SOP, GMP and ISO guidelines. Negotiates conditions of return and amount of credit if necessary. Coordinates the return of material for non-technical reasons. 7. Analyzes all weekly product reserve activities. Proactively contacts customers and/or sales representative if purchases are not on the schedule. Reorganizes established reserves for necessary inventory adjustments. Determines as each item is ordered which category it falls into: o Standard inventory - allocate immediately o Non-inventory with weekly demand/cut-off dates o Non-inventory produced only upon demand o Special produced in compliance with SOP. Interprets availability data for material using written reports, verbal daily updates, and notification regarding products' changing status. 8. Additional Responsibilities: • Works directly with assigned sales team representatives. • Running of some daily/weekly reports |
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Requirements |
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• H.S. diploma or equivalent with 2-3 years of experience in a customer contact environment. • Microsoft Office, ability to type 40-45 wpm, database and spreadsheet creation and maintenance. • Written and oral communication skills, professional telephone skills, diplomacy, negotiation skills, listening skills, stress management skills, team-oriented, independent and self-directed. • Filing skill, organizational skills, detail-oriented, record keeping and planning skills, ability to multi-task, time management skills. |
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Interested? |
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Alternatively, you can visit our careers pages on http://careers.lonza.com and search for this advert using the above reference number. |
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Company Profile |
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Headquartered in Basel (Switzerland) and listed on the SIX Swiss Exchange, Lonza is one of the world's leading suppliers to the pharmaceutical, healthcare and life science industries. Its products and services span its customers' needs from research to final product manufacture. Further information can be found on our website: www.lonza.com. |
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| www.lonza.com | |
