Customer Service Representative

Cambrex•Charles City, IA

35d

About The Position

The purpose of this role is to proactively support our customers and sales teams with product delivery. This position is customer facing and accountable for order-to-cash (O2C) activity from order management and fulfillment to invoicing and supports all internal and external workflows within a highly regulated industry. The CSR must display extreme attention to detail and accuracy. Main functions include responsive customer communication, master data management, logistics/transportation, and regulatory compliance. This position requires a process-driven mindset with a positive customer experience focus.

Requirements

Advanced office skills required
Proficient in Windows-based environment, including Word, Excel, Outlooks, and database programs
Professional communication skills, including active listening
Possess self-motivation, a positive attitude, and perform as a team player
Organization skills and the ability to prioritize effectively
Demonstrate judgment, tact and diplomacy in dealing with internal and external customers
Continuous improvement mindset
High school diploma or equivalent; college or technical training preferred
Three or more years of office experience, preferably in Customer Service, Business, Supply Chain, or related area

Nice To Haves

CRM or ERP (specifically, SAP) experience would be beneficial

Responsibilities

Respond to internal and external customer emails/phone calls in a timely manner
Follow set daily/weekly/monthly/quarterly/yearly standard work tasks
Electronic document mangement management/distribution/filing
Maintain awareness of billing points, payment terms, and cash flow cycle to assist in prioritizing deliverables
Process customer orders, maintain real-time order and forecast information, and track order fulfillment using SAP, Excel, and Smartsheets
Confirm orders, monitor product availability, communicate customer needs internally, and update sales and customers appropriately
Issue and track product repack and sample requests
Setup/create billing documents, submit invoices to customers, and follow overdue invoices until resolution
Triage customer complaints and escalate as needed, maintain complaint log, and coordinate product returns and/or credits
Setup/maintain customer master data and special instructions
Prepare and distribute shipping documents and required paperwork for domestic and international shipments – BOLs, packing lists, commercial invoices, Dangerous Good (DG) Declarations, COAs, TSCA letters, etc.
Obtain shipping quotes, organize outbound freight or courier transportation, track delivery progress, investigate lost/missing material in transit, initiate carrier complaints if transit issues
Coordinate international sea and air shipments across multiple channels – forwarders, carriers, brokers, etc.
Process site Shipping Order Requests for raw material, equipment, sample, document, return to vendor shipments and maintain site shipping order log
Understanding of incoterms and various modes of transportation
Routine reports as requested, including audit requests
Ability to learn government agency regulations in all pertinent areas – cGMP, DOT, IATA, FDA, DEA, EPA, etc.
Key Performance Indicators (KPIs): Focus on first time right (FTR) and on-time in-full (OTIF) to ensure process efficiency, continuous improvement, and customer satisfaction
Liaise with several other departments and vendors to ensure timely shipments and invoicing
Seek assistance/guidance from next-level team members when necessary
Other duties as dictated by business need
All employees are required to adhere to EPA, DEA, FDA, and cGMP regulations as they relate to the operation of the Company and to adhere to all company safety rules and procedures. All employees are expected to report to work regularly and promptly. Other duties relating to departmental mission, not specifically detailed in this section, may be assigned.