Customer Service Representative PC 1195

Miltenyi Biomedicine•Auburn, CA

5d•$21 - $25•Hybrid

About The Position

The Customer Service Representative accurately processes customer orders and responds to customer inquiries across a broad portfolio of research and clinical consumables, research instruments, and services. The role coordinates with customers and with product management, sales, finance, service, and supply chain teams in the United States and at global headquarters to support timely delivery of products, equipment, and services. The position manages the full order cycle, from receipt and entry into the ERP system through fulfillment, delivery, and invoicing or payment. It reviews purchase orders and account details, resolves discrepancies, manages open orders and delivery schedules, and ensures transactions comply with company policies, standard operating procedures, and applicable ISO, PCI, and regulatory requirements. The representative also documents and escalates customer and product complaints through established quality systems. The job is performed in an office environment and is 50% onsite and 50% remote. The hiring range is $21.37–$25.13 per hour. The company offers health, vision, and dental insurance and a 401(k) plan, subject to eligibility requirements. Certain positions may be eligible for bonuses or commissions.

Requirements

High school diploma required; an associate degree or higher is preferred.
At least 4 years of customer service experience.
At least 2 years of B2B customer service experience; experience in life sciences, medical devices, or pharmaceuticals is preferred.
At least 2 years of order entry or order processing experience.
Intermediate to advanced experience with SAP ERP (SD) and CRM, or other large-scale ERP/CRM tools.
Experience with Sales & Service Cloud or case management platforms.
Experience with digital telephony tools such as Cisco Finesse or Jabber.
Meticulous attention to detail.
Excellent professional verbal and written communication skills in English.
Strong interpersonal, people, and relationship-building skills, with a focus on customer experience.
Intermediate proficiency with Microsoft Office Suite, including Teams, Excel, Word, Outlook, and PowerPoint.
Typing speed of at least 40 words per minute with 95% or higher accuracy.
Ability to communicate professionally, work effectively in ambiguous or stressful situations, multitask across telephone, email, and other channels, and handle high work volumes with firm deadlines.
Effective time management, organization, and problem-solving skills.
Ability to work independently and as part of a team, navigate multiple digital systems and sessions, and remain calm, patient, and courteous with customers.

Nice To Haves

Associate degree or higher.
B2B customer service experience in the life sciences, medical device, or pharmaceutical industry.

Responsibilities

Communicate and interact with customers through traditional and digital channels.
Process customer orders across research and clinical consumables, research instruments, and services from receipt and ERP entry through fulfillment, delivery, and invoicing or payment.
Manage medium-complexity specialty order transactions and rotations, including inquiries, blanket contracts, time-and-material billing, scheduled orders, and quotes.
Follow standard operating procedures and work instructions, and comply with applicable ISO, PCI, and regulatory standards.
Validate customer account information against purchase orders; identify discrepancies and work with Data Management on corrective action.
Review purchase orders for acceptability, accuracy, and completeness; identify, communicate, and resolve discrepancies so orders comply with established business policies.
Research sources of discrepancies and determine whether quotes, Discount Sales Agreements, and promotions apply.
Request purchase order revisions or reject purchase orders when purchasing criteria or terminology cannot be agreed upon or do not comply with established policies, terms, and conditions; communicate requirements verbally and in writing.
Ensure accuracy throughout order processing and fulfillment; update relevant SAP data fields based on business policies, system specifications, product classifications, temperature requirements, warehouse fulfillment, and customers’ ability to receive products.
Manage open orders by reviewing product lines and orders for inventory availability changes and identifying the appropriate fulfillment path.
Coordinate with customers and product management, sales, finance, and supply chain teams in the United States and at global headquarters to support on-time shipments.
Monitor customer delivery schedules, release delivery notes on time, and expedite or escalate orders when necessary.
Use digital systems, tools, and technologies to complete daily work, and systematically store and document supporting materials.
Capture, communicate, and escalate product and general customer complaints to affected functions and maintain traceability in established quality management systems.
Perform other duties as assigned.