Customer Service Representative

Description

The Customer Service Representative will act as a liaison, provide product, and update information, answer questions and resolve any emerging problems that our customer accounts face with accuracy and efficiency. The incumbent will work with various departments that includes Production, Product Development, QC Lab, Warehouse, and Inventory team to ensure customer's orders are going as planned.?

In the absence of the Customer Service Representative a same-level trained employee, will oversee the daily duties and responsibilities regarding operation workflow and adherence of the SOPs and cGMPs.?

The essential functions include, but are not limited to the following :

• Proactively maintain communication channels with customers via phone, email, face-to-face or virtual meetings
• Be the main point of contact of assigned customers ?
• Negotiate contracts and handle paperwork (i.e., invoices, orders) ?
• Address customer complaints and queries of assigned clients ?
• Handle customer complaints, provide appropriate solutions and alternatives within the time limits' follow up to ensure resolution??
• Pass on issues to account managers when needed? ?
• Collaborate with account managers and submit reports to upper management??
• Work with various departments to ensure customer's orders? ?
• Give live updates to customers that include production schedule, out of spec, and / or deviations?
• Initiate and manage all deviation at batch level? ?
• Coordinate with production, lab, logistics, product development and supply chain to ensure customers schedule is on plan and update / communicate any deviations to upper management and customers ?
• Work closely with Account management and Sales ?
• Onboard new customers ?
• Build sustainable relationships and trust with customer accounts through open and interactive communication ?
• Maintain customer records by updating account information ?
• Perform other duties as assigned.

Requirements