A brief overview
The Customer Service Representative II will support customer service with calls, chats, and handling questions, and comments regarding the company products. Will work closely with the Research Chemicals Sales and shipping team to provide a positive customer experience and enhance relationships between customers and Bachem.
What you will do
- Manage customer contacts via telephone calls, online chats, and customer service emails professionally and efficiently complying with GMP requirements
- Process research chemicals and intercompany transfers between sites in an efficient, accurate, and timely manner including customer returns and credit memos
- Organize workflow between the different departments (Distribution, Material Management, etc.) to meet customer delivery deadlines
- Fulfill customer documentation requests such as Analytical Data Sheets, MSDS, etc.
- Monitor open order reports for research grade products and ensure that the delivery dates are accurate on a weekly basis.
- Handle customer standard complaints, provide appropriate solutions and alternatives within the time limits, and follow up to ensure resolution
- As an administrator, manage and update customer profile including accounts and contact information and sales orders in the ERP and CRM system
- Maintain and update customer accounts and contact information as well as relevant communications in the ERP and CRM systems
- Support and coordinate the day-to-day administrative duties of the Shipping Department
- Prepare the shipping documents and choose the best options for shipping for domestic and international shipments ensuring cost-effectiveness and cGMP/GDP compliant, as needed
Qualifications
- High School diploma
- Associate degree in science related field (preferred)
- 3+ years experience in sales or customer service
- Exceptional phone and customer service skills
- Excellent written and oral communication skills
- Good working computer knowledge, including Microsoft Word, Excel and PowerPoint
- Ability to effectively organize, multitask, and work in a fast-paced, deadline-driven work environment
- Ability to communicate in a proactive and solution-focused manner, including keeping management aware of potential issues
- Detail oriented with the ability to troubleshoot and resolve problems
- Ability to work independently and manage one’s time
- Communicate effectively and ability to function well in a team environment
- Must be available to work occasional early shifts, holidays and weekends
- Experience with ERP (SAP) and CRM (Salesforce) systems (preferred)
What you will do
- Manage customer contacts via telephone calls, online chats, and customer service emails professionally and efficiently complying with GMP requirements
- Process research chemicals and intercompany transfers between sites in an efficient, accurate, and timely manner including customer returns and credit memos
- Organize workflow between the different departments (Distribution, Material Management, etc.) to meet customer delivery deadlines
- Fulfill customer documentation requests such as Analytical Data Sheets, MSDS, etc.
- Monitor open order reports for research grade products and ensure that the delivery dates are accurate on a weekly basis.
- Handle customer standard complaints, provide appropriate solutions and alternatives within the time limits, and follow up to ensure resolution
- As an administrator, manage and update customer profile including accounts and contact information and sales orders in the ERP and CRM system
- Maintain and update customer accounts and contact information as well as relevant communications in the ERP and CRM systems
- Support and coordinate the day-to-day administrative duties of the Shipping Department
- Prepare the shipping documents and choose the best options for shipping for domestic and international shipments ensuring cost-effectiveness and cGMP/GDP compliant, as needed
Base Hourly Pay Ranges: $18.73 - $25.75
Placement of new hires in the wage range is based on several factors including education, skill sets, experience, and training.
Total Rewards
We offer all Team Members a total rewards package including competitive pay, annual performance bonus, a generous benefit package with comprehensive Medical/Dental/Vision coverage, 401(k) plan with employer contribution, and paid vacation, personal and sick days.
Corporate Social Responsibility
Bachem takes responsibility for future generations by a careful handling of resources and avoiding environmental risks. We continually improve our ecological performance and develop and implement new approaches for enhancing employees’ environmental awareness. EcoVadis has awarded Bachem Platinum Medal status in their assessment of Bachem.
Bachem Americas is an Equal Opportunity Employer
All qualified applicants will receive consideration for employment without regard to race, color, sex, sexual orientation, gender identity, religion, national origin, disability, veteran status, or other legally protected status.
