Job Description:

Description

At Miltenyi Biotec, 3,000 employees worldwide develop pioneering solutions for biomedical science and the clinical application of cell therapies. Our multidisciplinary team combines excellence in research with the development of innovative products for the treatment of serious diseases.

Customer Service Representative

Auburn, CA

Your tasks:

As a member of the Miltenyi Biotec team, you will help ensure that the Sales Order process runs efficiently for our biotechnology organization headquartered in Gaithersburg. Drawing from your existing experience in a fast paced, multifaceted customer service environment, you will work both externally with clients and internally with our sales team to deliver excellent service and to process complex orders including those for frozen products, blood products, research non equipment, clinical non equipment and research instruments.

Responsibilities include but are not limited to the following:

• Answers daily customer correspondence via various channels, including telephone and email. Re-directs received correspondence to others as necessary.


• Monitors Orderdesk activities as needed.


• Assists customers daily with the full order cycle, from order entry into the ERP system to fulfilment.


• Provides order assistance and product information, including pricing and availability.


• Interacts and works closely with other team members or departments, locally and globally, to coordinate the movement of products and shipments.


• Identifies and communicates customer voices that impact our ability to deliver an enhanced customer experience.


• Processes orders for frozen products, blood products, research non equipment, clinical non equipment and research instruments.


• Process credit card orders to authorize funds in either appropriate currency.


• Retrieves and processes orders received via customer designated portals.


• Processes standing and blanket order; time and materials billing.


• Processes internal, sample and Lavision orders.


• Processes replacement orders and follows up on problem POs.


• Processes quotations / pro-forma invoice requests.


• Supports Red Flag Log activities, as needed.


• Manages order related freight carrier exception notifications.


• Receives general purchase orders and reviews for accuracy and completeness. Identifies discrepancies and resolves or escalates issues as needed and updates sales order notes.


• Reviews and accurately applies freight, sales tax, IncoTerms, discounts, lead time, and adjusts inventory locations.


• Confirms and provides order and back order confirmations.


• Releases back orders and schedules future order releases.


• Generates and reviews various 'Open Order Reports' daily. Researches and follows up daily on orders held within ERP/SAP for sample and regular orders.


• Handles W-9 requests


• Maintains updated knowledge of company processes, products and services to provide adequate information to customers.

Requirements:

• Associates Degree and 2-4 years of relevant professional customer service and support, call center, order processing experience; or equivalent combination of education and experience


• Outstanding customer service skills and communicate well with external and internal partners


• Excellent verbal and written communication skills, general accounting understanding, and previous database experience with attention to detail and efficiency. Excellent typing proficiency a must.


• Must be experienced in a Windows environment with advanced MS Office experience including Excel


• Proven experience with ERP systems (SAP/CRM experience highly desired)

Physical Demands

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee is regularly required to walk; use hands to finger, handle, or feel; reach with hands and arms and talk or hear. The employee is required to stand; climb or balance and stoop, kneel, crouch, or crawl. The employee must occasionally lift and/or move up to 25 pounds. Specific vision abilities required by this job include close vision, color vision, peripheral vision, depth perception and ability to adjust focus. Must have ability to handle more than one task at a time and must work at a rapid pace while maintaining attention to detail.

Work Environment

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. This job is performed in an office environment with little to no exposure to extreme hot or cold temperatures.

Miltenyi Biotec is a company that is transforming and progressing. Our culture is one of bold scientific innovation. Join a fresh and collaborative working environment that encourages contribution, innovation, and growth.

Progress prospers with inspiration and curiosity. For 30 years Miltenyi Biotec has been developing products and services that are used in basic research, translational research and cell therapy. Today we are a team of more than 3,000 scientists, physicians, engineers, marketers and numerous other specialists. At Miltenyi Biotec, innovative ideas are being turned into cutting edge products. Together, we are passionate about driving biomedical progress towards curing severe diseases.

Miltenyi Biotec North America is an EO Employer - M/F/Veteran/Disability/Sexual Orientation/Gender Identity