A Customer Services Representative is a vital link with our customer base and with other internal departments within the company. Primary responsibilities are to manage services orders and sales forecasts processing into the company’s SAP and ProEnvision systems. You will be responsible for ensuring that strong relationships are built and maintained with our customers by offering a ‘world class’ level of customer service through generating reports and providing detailed information to customers and internal staff.
Our Role
* Create and maintain customer accounts in ProEnvision.
* Enter customer product approvals and account rules in ProEnvision.
* Customer Forecast entry into ProEnvision.
* Services Order entry and processing in company’s ProEnvision systems.
* Raising order acknowledgements and confirming delivery dates with customers.
* Verify and assign inventory with service centers.
* Monitor inventory within Service Centers.
* Monitor transfers into region within ProEnvision.
* Quoting freight or booking freight on customer accounts where requested.
* Monitor open transactions and generating late reports.
* Services invoicing and credits in SAP.
* Respond promptly and positively to all incoming communication.
* Manage the entire order process, planning and processing customer orders and being responsible for all customer communication in relation to their orders.
* Reconcile delivery and operational paperwork and filing relating to all customer orders processed.
* Manage all customer concerns and complaints, including but not limited to recording, investigating, and responding to all issues raised by the customer and making decisions in relation to corrective and preventative actions.
* Raise internal non-conformances and support customer led CAPA (Corrective Action, Preventative Action).
* Site co-ordination and communication of all customer orders managed and dispatched from service Centers.
* Generate customer schedule reports, e.g., Transactions to forecast, Lost business, Maintenance report, shipped report, Lost inventory report.
* Prepare invoice templates for Sales Orders that are part of a Service Order.
* Assist in providing all necessary information for ISO auditors.
* Actively support Peli’s Quality Objectives and contribute to Quality Management System activities as assigned.
* Perform other administrative duties and/or support within the customer service & sales department assigned by the Line Manager.
What you will need to be successful:
• Ideally 2+ years in a customer service role.
• Experience in a manufacturing or packaging environment is advantageous as would experience in sales support.
• Must be proficient with Microsoft Office, with emphasis on Excel.
• Knowledge and experience of using electronic order processing and billing software, preferably SAP, is desired.
• Excellent analytical, organizational and prioritization skills. Must be able to operate in a fast-paced organization and handle multiple tasks simultaneously within set timeframes.
• Must have excellent verbal and written communication skills, with great attention to detail.
• Excellent level of verbal and written English essential.
• Proficiency in Spanish, German, Italian or French desirable.
• Must be able to interact effectively and diplomatically with all internal and external stakeholders with minimal supervision.
• Must be helpful and polite and have a strong teamwork ethic.
• Customer focused, with a pro-active approach towards meeting customer expectations.
• Other duties as assigned.
Additional Information:
• Actively support and comply with Peli’s objectives, guidelines and commitment to Quality and Safety, with an emphasis on continual improvement.
• Must be able to interact effectively and cooperatively with employees at all levels.
• Must have the ability to complete assignments within the timeframe specified by the Manager.
• Must be flexible regarding working hours.
• Must be able to operate in a fast-paced environment and handle multiple projects simultaneously.
• Emphasize ethical leadership and decision-making to protect Peli’s brand and reputation.
About us: Peli BioThermal is a global leader in the design and manufacture of single-use and reusable temperature-controlled packaging solutions for the highly regulated pharmaceutical, biotech, and clinical trials industries. Peli BioThermal is a great place to work and offers employees the opportunity to flourish and excel in a high-growth, fast-paced, creative, and exciting environment!
What happens next? If your application is successful, you’ll be invited to a first stage screening interview with one of our local HR Partners. At Peli BioThermal, it’s important to ensure our talent promotes and embraces the Pelican Universal Behaviours, in order to unite and work together as one global team.
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