Customer Account Service Rep

Fujifilm•Santa Ana, CA

6d•$71,628 - $92,991•Onsite

About The Position

FUJIFILM Biosciences is hiring a Customer Service Representative, Strategic Accounts, to provide organized, responsive customer service and account management for current and potential customers. The role manages active off-the-shelf and custom products as they move from Customer Service through Operations to the customer, including the initial clarification and confirmation of custom product requirements through the CMA (Custom Media Agreement) process. The position owns commercial operations for assigned accounts, from order receipt through customer delivery. It represents customers internally, coordinates across commercial and operational teams, manages order progress and issues, and supports the timely shipment of products. The role also contributes to departmental operations and improvement through reporting, SOPs, training materials, customer service strategy, and personnel development activities.

Requirements

Bachelor’s degree in Business or a related field, or a high school diploma or equivalent with relevant experience substituted for a degree.
6–8 years of customer service and internal account management experience.
Knowledge of general customer service procedures.
Computer skills, including Word, Excel, email, and PowerPoint.
Experience using CRM.
Understanding of escalation paths and sound judgment when advocating for customers internally.
Business acumen to achieve quarterly business targets.
Ability to analyze data and identify trends.
Strong organizational skills, including planning, coordinating, and tracking time-sensitive product creation and production in a technical environment.
Strong cognitive, analytical, and strategic-thinking skills, with confidence and assertiveness to make timely decisions in complex situations.
Creativity in overcoming obstacles and barriers to progress.
Ability to speak, read, and write in English.
Excellent verbal and written communication skills and effective presentation skills.

Responsibilities

Represent customers by supporting quotes and pricing and identifying and coordinating custom product requirements.
Own commercial operations for assigned accounts from receipt of order through arrival at the customer.
Build relationships with internal and external customers and proactively identify and mitigate order issues or roadblocks.
Manage vendor scorecards.
Coordinate with Sales, Marketing, Customer Service, Planning, Procurement, Manufacturing, QC, and QA to keep active custom orders progressing in a timely manner.
Collaborate with cross-functional teams to assess the technical and manufacturing feasibility of new custom products.
Follow operational processes and policies, select methods for resolving issues, and report against established KPIs and objectives in compliance with Company SOPs.
Advise, manage, and develop subordinate employees to meet schedules or resolve problems; develop and administer schedules, performance requirements, and budgets.
Develop and improve SOPs and training materials, and develop, promote, and execute a customer service strategy that supports corporate sales efforts.
Participate in interviewing, selecting, and training customer service personnel.
Approve credits and replacements within established guidelines.
Assist with promotion and launch of new or key products identified by Marketing.
Assess order status and communicate updates to other departments as needed.
Respond to questions and complaints about customer orders and delivered products.
Analyze current business practices and communicate recommendations and plans for improvement to the organization.
Complete, organize, and maintain transactions, paperwork, reports, records, and documentation to meet compliance standards.
Expedite shipping activity to help ensure orders ship on time.