Client Services Coordinator - Customer Service Representative

Merck•Tempe, AZ

2d•$22 - $34

About The Position

Work Your Magic with us! Start your next chapter and join EMD Electronics. Ready to explore, break barriers, and discover more? We know you’ve got big plans – so do we! Our colleagues across the globe love innovating with science and technology to enrich people’s lives with our solutions in Healthcare, Life Science, and Electronics. Together, we dream big and are passionate about caring for our rich mix of people, customers, patients, and planet. That's why we are always looking for curious minds that see themselves imagining the unimaginable with us. Everything we do in EMD Electronics is to help us deliver on our purpose of being the company behind the companies, advancing digital living. We are dedicated to being the trusted supplier of high-tech materials, services and specialty chemicals for the electronics, automotive and cosmetics industries. We foster a global collaborative organization made up of individuals who have the passion to win, obsess about the customer, are relentlessly curious and act with urgency. Together, we push the boundaries of science to make more possible for our customers. This role does not offer sponsorship for work authorization. External applicants must be eligible to work in the US. Your Role: At EMD Electronics/ Performance Materials, as a Customer Service Representative, you will serve as the primary customer interface for order management and issue resolution. The role supports the business by providing high-quality service, meeting customer requests, and ensuring overall customer satisfaction. You will align with the goals and vision of each strategic business unit while delivering customer-focused service to help position the organization as a leading and responsive supplier in the electronics industry.

Requirements

High School Diploma or GED.
3+ years of experience in customer service or other administrative support roles.
1+ years of SAP experience.

Nice To Haves

Associate Degree in Business, Finance, or other business disciplines.
Experience with export ordering and procurment.
Excellent verbal and written communication skills.
Detail oriented in handling and following up on customer orders, complaints, and custom requests.
Ability to work in fast paced and dynamic team environment.
Demonstrates strong problem-solving skills.
Excellent work ethic and positive attitude.
Ability to manage and adapt with change environment.
Data quality focus.
Proficient in Microsoft Office Suite, including Word, Excel, PowerPoint, and Outlook.
Knowledge and experience handling consignment.

Responsibilities

Coordinate and execute customer service activities, including order management, customer communications, complaint resolution, and special handling tasks, while maintaining high levels of customer satisfaction and ensuring strict adherence to internal processes and procedures in a dynamic business environment.
Ensure compliance with global, business, and departmental processes, procedures, and practices, including Basic Safety Process, Product Stewardship, regulatory requirements, and SOX standards.
Manage accurate pricing in sales orders to ensure alignment with business rules and SOX compliance.
Oversee all customer communications, including emails, phone calls, website interactions, faxes, and other customer-specific needs.
Manage customer service activities through the SAP system and other business applications and processes.
Manage the timely execution of customer orders and resolution of complaints, following up on outstanding issues as needed.
Build and maintain strong customer relationships through responsive and proactive service.
Manage vendor-managed inventory for order replenishment, including forecasts, replenishment orders, stock reconciliation, and other special business requests.
Create deliveries and execute goods issuance for consignment transactions.
Coordinate with supply chain teams and carriers to ensure timely delivery to customers.
Manage special handling tasks for electronic customers, including consignment activities, blanket purchase order management, customer website transactions, data bundles, and self-billing.
Set up AP Direct customer accounts and oversee RightNow queues.
Maintain customer service documentation, including job aids, work instructions, and account-specific activities.
Collaborate effectively with cross-functional and support teams, including Sales, Sales Support, Supply Chain, Quality, and Market Management.
Liaise with local supply chain teams to ensure accurate and timely delivery of goods.
Coordinate customer returns, including full, empty, refurbishing, and customer-owned containers.
Also, adhere to established processes and procedures, including standard business practices, global trade compliance, and safety standards.
Generate periodic reports to monitor and support clean desk policy compliance, including open orders, billing blocks, ATP escalations, and related activities.