Who we are:Charter Medical, LLC is a life sciences company that is committed to designing, developing, and manufacturing quality products to support cell and gene therapy, bioprocessing, and blood management. About the role:The Customer Relationship Specialist is responsible for building and maintaining strong customer relationships, ensuring satisfaction, and driving loyalty. This role involves managing and documenting customer interactions, handling inquiries, maintaining CRM and ERP systems, and collaborating with various departments to optimize business performance and customer experience.1st Shift: Monday-Friday 8:00 am-5:00 pm What you will do:
- Build and maintain strong customer relationships.
- Address customer inquiries and resolve complaints promptly.
- Deliver exceptional customer experiences.
- Enter and manage customer orders accurately and efficiently.
- Respond to customer and sales representative requests, including pricing, inventory, shipping, and billing details.
- Maintain CRM (Salesforce) and ERP systems to ensure accurate and up-to-date customer information.
- Update customer profiles and document interactions to track progress.
- Monitor and enter customer forecasts and demand signals, engaging with customers and production teams when forecasts are outside expectations.
- Identify and capitalize on sales opportunities in assigned areas.
- Collaborate with sales, product development, finance, and marketing teams to enhance business performance and drive customer satisfaction.
- Understand and execute commercial business processes, identifying areas of risk, opportunity, and optimization for improvement.
- Coordinate resources and communications for product returns, return authorizations, and customer complaint resolutions.
- Work closely with the Finance team to resolve payment or credit issues.
- Provide feedback on the efficiency of the customer service process and contribute to the development of customer service policies and procedures.
- Participate in commercial business reviews and support information requirements to maintain commercial KPIs and objectives.
Who you are:
- Bachelor's Degree in Business Administration, Marketing, or a related field, or an equivalent combination of education and experience.
- Minimum 3 years previous experience in customer service, sales, or a related role, ideally within the life sciences industry.
- Strong knowledge of Salesforce (or other CRM) and ERP systems.
- Exceptional interpersonal skills, presence, and the ability to communicate effectively and professionally, both verbally and in writing.
- High degree of self-motivation, independence, and enthusiasm.
- Energetic, proactive with a strong sense of priorities and good judgment.
- Ability to manage multiple tasks and prioritize effectively.
- Strong analytical skills and attention to detail.
- Ability to work collaboratively with cross-functional teams.
- Proficiency in Microsoft Office Suite.
- Understanding of QSR/GMP requirements and ISO 13485 guidelines is beneficial.
Perks / Benefits:
- Generous Paid Time Off
- Paid Breaks
- Quarterly Bonuses
- 401k with excellent company match
- Health Insurance with multiple plans to choose form
- Paid Short Term and Long Term Disability