Are you ready to start revolutionizing biomedical research? When you join Miltenyi Biotec, you join a family that is passionate about making a real impact - one breakthrough at a time. For over 30 years, we have played a pivotal role in the design, development, manufacture, and integration of products for sample preparation, cell separation, cell analysis, imaging, and cell culture needs. These developments have led to cutting-edge cell and gene therapies - transformative methods that mobilize the body's own cells and genetic blueprint to tackle diseases such as cancer and autoimmune conditions. Today, our more than 18,000 solutions play a vital role in paving the way for the medicine of tomorrow. Customer Service Specialist Auburn, CAYour Tasks: The Customer Service Specialist is responsible for accurately processing customer orders and answering customer inquiries for an extensive product portfolio of research and clinical consumables, as well as research and clinical instruments and services. This position requires coordination with customers, product managers, sales, finance, service and supply chain functions, locally (US) and globally (HQ), to ensure successful and timely delivery of Miltenyi products, equipment and services. In this role you will assist with training needs and perform User Acceptance Testing to support new product roll-outs and project implementations. Your dedication and commitment to excellence will make a real difference in the lives of patients suffering from cancer and degenerative diseases. Essential Duties and Responsibilities:
- Communicate, correspond and interact with customers through a variety of traditional and digital channels.
- Process customer orders for an extensive product portfolio containing research and clinical consumables, as well as research and clinical instrument equipment and services through the full order cycle from receipt, to order entry into the ERP system through successful fulfilment, delivery and payment/invoicing.
- Manage and process transactions for medium and high complexity specialty order types and rotations as assigned (incl. escalations, blood, credits, debits, and replacements).
- Follow specific standard operating procedures (SOPs) and work instructions while conducting all business-related duties and transactions. Adhere to applicable ISO, PCI and regulatory compliance standards.
- Validate account information assigned aligns with the information on the customer PO; identifies account discrepancies and addresses those for corrective action with the Data Management function.
- Apply critical thinking and judgment when reviewing and assessing acceptability, accuracy and completeness of purchase orders. Identifies, communicates and resolves discrepancies to ensure orders are submitted in compliance with established business policies.
- Perform research and apply strategies to identify/eliminate sources of discrepancy. Determine applicability of quotes, Discount Sales Agreements, and promotions.
- Requests purchase order revisions or rejects acceptance of PO's when purchasing criteria or terminology on PO cannot be agreed to, or is not in compliance with established business policies, terms and conditions. Clearly communicate requirements, both verbally and in writing.
- Ensure order processing and fulfilment accuracy throughout the supply chain journey. Determine required changes and adjust relevant key data fields within SAP based on a variety of factors, including business policies, system specifications & limitations, individual product classification, temperature requirements, fulfilling warehouse, and customers' ability to receive product.
- Responsible for all aspects of open orders management. Continuously reviews open product lines / orders for changes in inventory availability from a variety of sources and identifies the appropriate fulfilment path.
- Coordinate with customers, product managers, sales, finance, field service, and supply chain functions, locally (US) and globally (HQ), as well as instrument services functions to ensure on time shipment of material and equipment.
- Actively monitor customer delivery schedules for on-time release of delivery notes and expedites or escalates orders when necessary.
- Utilize various digital systems, tools and technologies required to enable execution and completion of everyday tasks. Ensure all supportive documentation is stored and documented systematically.
- Capture, communicate and escalate product and general customer complaints to create awareness within impacted functions and enable traceability within established QMS systems for issue resolution.
- Act as a point of contact for first level escalation; provide guidance and support; may act as a mentor to junior level staff.
- Support User Acceptance Testing (UAT) and continuous improvement initiatives.
- Assist in developing training material and provides hands-on training to junior level staff.
- Other duties as assigned.
Requirements:
- High School Diploma required, bachelor's degree in business, sciences or related field preferred; Minimum of 6 years of Customer Service experience; Minimum of 4 years of B2B Customer Service experience, preferably in the life sciences, medical device, or pharma industry; or equivalent combination of education.
- Minimum of 4 years Order Entry / Order Processing experience.
Skills:
- Meticulous attention to detail required.
- Excellent and effective professional communication skills required, verbally and in writing (English).
- Strong people skills; Interpersonal and relationship building skills.
- Strong focus to foster a great customer experience.
- MS Office Suite (Teams, Excel, Word, Outlook, PPT) - Intermediate.
- Minimum typing speed at 40 wpm with an accuracy of 95% or higher.
Knowledge:
- Advanced experience working with SAP ERP (SD) and CRM, or another large-scale ERP/CRM tool.
- Commensurate experience with Sales & Service Cloud / Case Management platforms.
- Experience with digital telephony tools (i.e. Cisco Finesse/Jabber).
Abilities:
- Work effectively in ambiguous and/or stressful situations.
- Ability to multi-task and switch between various channels, including telephone, email, other.
- Ability to handle a large volume of work with firm deadlines.
- Effective time management, organization and problem-solving skills.
- Ability to work independently and as part of a team.
- Ability to operate within / navigate between a multitude of digital systems / sessions seamlessly.
- Ability to remain calm, patient and courteous with customers at all times, including stressful situations.
Physical Demands: The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee is regularly required to walk; use hands to finger, handle, or feel; reach with hands and arms and talk or hear. The employee is required to stand; climb or balance and stoop, kneel, crouch, or crawl. The employee must occasionally lift and/or move up to 25 pounds. Specific vision abilities required by this job include close vision, color vision, peripheral vision, depth perception and ability to adjust focus. Must have ability to handle more than one task at a time and must work at a rapid pace while maintaining attention to detail. Work Environment: The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. This job is performed in an office environment with little to no exposure to extreme hot or cold temperatures. 50% onsite / 50% remote. As a global team of over 3,000 diverse innovators, we are united by a shared vision to advance research and improve patient care worldwide. Our mission transcends mere scientific discovery; we are on a quest to unravel the complexities of biology and transform them into tangible solutions that propel research to unprecedented heights. Here, you will contribute to work that is breaking barriers, blending the wonders of biological discovery with the pursuit of well-being for all. Every day presents a chance to make a tangible impact and play a key role in accelerating the journey of research from the lab to the market. Join Miltenyi Biotec and immerse yourself in an environment where your efforts are significant, your contributions are valued, and your work truly matters. The anticipated base salary range has been established at $54,600 - $73,900/year. The salary of the finalist(s) selected for this role will be set based on a variety of factors, including but not limited to, internal equity, experience, education, specialization, skills, abilities, and training. The above salary range represents the Company's good faith and reasonable estimate of the range of possible compensation at the time of posting. In addition to your salary, the Company offers a comprehensive benefits package including health, vision, and dental insurance, plus a 401(k) plan. All benefits are subject to eligibility requirements. Certain positions are eligible for additional forms of compensation such as bonuses or commissions. Miltenyi Biotec North America is an EO Employer - M/F/Veteran/Disability/Sexual Orientation/Gender Identity. Miltenyi Biotec, Inc. participates in E-Verify.