Customer Service Specialist II

Position Summary

The Customer Service Specialist II builds effective internal and external relationships by working closely with customers, internal operations, and logistics personnel in order to achieve customer service level objectives. Manages the communication, schedules and shipments of customers' commercial orders. Coordinates order logistics through the plant and schedules customer order releases and shipments.

Key Responsibilities

• Assists with training of standard work for the CSS I role.
• Resolves complex customer issues by recommending and implementing solutions.
• Manages customer purchase order process in accordance with forecast and contract adherence.
• Demonstrates proficiency in business processes across assigned product families and can make decisions based on impact across those manufacturing lines.
• Advises business unit team and management of contractual rights and obligations of the assigned programs.
• Manages the client relationship with the customer representative(s) through meetings, site visits, teleconferences, and other forums to ensure that issues are addressed and timeline activities are met.
• Manages all customer supplied Active Pharmaceutical Ingredient (API) and material requirements as needed, including changes and deliveries to support the agreed site operations plan.
• Mitigates any outstanding issues affecting production or release of product with client.
• Monitors product supply chain for specification changes and deviations that impact product supply and coordinates timely resolution.
• Communicates and resolves issues with client, business management, and demand and supply chain staff.
• Executes/facilitates routine customer requests such as inventory report requests, batch status requests, sample requests, and documentation/paperwork requests.
• Attends/supports the demand and supply meetings and Customer Sales and Operations Planning (S&OP) meetings, ensuring client requirements/commitments are accurately represented.

Qualifications

• High school diploma and/or GED required.
• Bachelor's degree in Science, Business, Production, or related field preferred.
• 2+ years of experience in customer service, science, business, or production related field.
• Equivalent combinations of education, training, and relevant work experience may be considered.
• Familiarity with a variety of concepts, practices and procedures.
• Outstanding attention to detail and organizational skills.
• Self-starter, mature, independent and dependable.
• Ability to work in a fast paced environment under pressure, able to multi-task and is results-oriented.
• Demonstrates ability to maintain a high degree of confidentiality.
• Effective time management and prioritization skills.
• Requires discretion and independent judgment.
• Very high degree of interpersonal skills to establish and maintain effective working relationships with employees and the public, including tact to handle sensitive matters.
• Highly effective verbal and written communication skills.
• Proficiency in Microsoft Suite (Word, Excel, PowerPoint).