Customer Service Representative - Cary, United States - Verdesian

Description

This position reports to the Customer Service Manager and is responsible for providing Professional customer service and ensuring the organization understands and adheres to its customer's requirements.This position will be the key liaison between Verdesian and its customers and will ensure the order process is executed accurately, including receiving the order, order entry, establishing available-to-promise via current inventory or production, order shipment and tracking, order delivery, and customer invoicing; all while keeping internal and external parties apprised of the order status.This position will also take the lead to ensure customer issues are discerned, documented, resolved, and communicated effectively internally and with the customer.

Essential Responsibilities:

• Front Line Customer contact that ensures the order process is executed timely and accurately. Steps include 1) Acknowledging receipt of Customer Purchase Orders (POs) within one hour of receipt; 2) Entering order into ERP system before close of business the day the customer PO is received; 3) Establishing estimated ship date based on current inventory or production plan; and 4) Ensure Order shipment and tracking, order delivery, and customer invoicing within 24 hours of shipment
• Maintain accurate estimated Ship Dates for orders by communicating and coordinating with the Site Production and Logistics Coordinator as well as Production Distribution Planner to define date based on input supply and the production schedule
• Effectively implement pricing and programs to ensure accurate execution of invoicing customers
• Properly enter new customer ship-to information for existing customers to support an accurate order-to Invoice process
• Ensure properly labeled product is shipped to our customers based on the state regulatory label requirements
• Provide real time feedback and input to Site Production and Logistics Coordinator and/or Production Distribution Planner on changes in customer product requirements
• Coordinate logistics with public warehouses and manufacturing sites which includes coordinating daily shipping with Third Party Logistics Provider, printing bill of lading, and sending shipment releases to warehouses and/or manufacturing sites
• Communicate any product shortages to the Production Distribution Planner and work with the operations team on issue resolution and contingency planning
• Provide weekly updates on the status of open orders and invoice orders within 24 hours of shipment
• Ensure prompt resolution for all customer issues by working with appropriate department to identify root cause and implementation of corrective and preventative actions
• Provide support to Inventory Control Manager and Account Receivable Specialist for inventory reconciliation and customer billing questions or issues
• Actively participate in efforts with commercial, operations, and finance by continually providing customer feedback to enable Verdesian to meet both the customer's and business' needs
• Oversees and facilitates daily logistics activities and grants approvals for requested spends for expedited shipments requested by sales, customer service, or plant facilities
• Others duties as assigned by supervisor

Desired Skills and Experience:

• Professional approach to work with Customer Centric focus
• Bilingual candidate preferred
• Clear & concise communicator with external customers as well as production, planning, regulatory, commercial, and marketing teams
• Excellent verbal and written communication skills
• Highly Organized, detail oriented with respect to documentation and compliance
• Good problem-solving skills
• Ability to multi-task and maintain composure in fast paced environment
• Must be able to work scheduled hours on a rotating shift
• Team player with the ability to work with minimal supervision

Verdesian Life Sciences is an equal opportunity employer to all, regardless of age, ancestry, color, disability, military or veteran status, national origin, political affiliation, race, religious creed, sex, and sexual orientation.