Customer Service Representative PC 1195

Miltenyi Biotec•Auburn, CA

4d•Hybrid

About The Position

The Customer Service Representative accurately processes customer orders and responds to inquiries about research and clinical consumables, research instruments, and services. The role coordinates with customers and 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 orders throughout the complete order cycle, from receipt and entry into the ERP system through fulfillment, delivery, and invoicing or payment. It also handles assigned medium-complexity specialty order types, reviews purchase orders and related commercial terms, manages open orders and delivery schedules, and maintains accurate order information and documentation. The representative follows procedures and regulatory requirements, uses digital business systems, and records and escalates customer complaints through established quality systems. The role is performed in an office environment with a 50% onsite and 50% remote arrangement. The stated 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 also 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; life sciences, medical device, or pharmaceutical industry experience 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 work effectively in ambiguous or stressful situations and handle a large volume of work with firm deadlines.
Ability to multitask and switch between telephone, email, and other channels.
Effective time management, organization, and problem-solving skills.
Ability to work independently and as part of a team, and to navigate multiple digital systems and sessions.
Ability to remain calm, patient, and courteous with customers, including in stressful situations.

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 for research and clinical consumables, instruments, and services through the full order cycle, from receipt and ERP entry through fulfillment, delivery, and payment or invoicing.
Manage assigned medium-complexity specialty order transactions, 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 and work with Data Management to correct discrepancies.
Review purchase orders for acceptability, accuracy, and completeness; identify, communicate, research, and resolve discrepancies in accordance with business policies.
Determine whether quotes, Discount Sales Agreements, and promotions apply; request purchase order revisions or reject purchase orders that do not meet purchasing criteria or established terms and conditions.
Maintain order accuracy throughout the order-to-delivery and supply chain process, including updating relevant SAP data based on business policies, system specifications, product classification, temperature requirements, warehouse fulfillment, and customer receiving capabilities.
Manage open orders by reviewing product-line and order changes and identifying appropriate fulfillment paths.
Coordinate with customers and internal functions in the United States and at global headquarters to support on-time shipment.
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 tasks and systematically store supporting documentation.
Capture, communicate, and escalate product and general customer complaints in established quality management systems to support awareness, traceability, and issue resolution.
Perform other duties as assigned.