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Customer service coordinator  

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  • Date Listed10/07/2019
  • Location
  • Advertised ByAgency
  • Job TypeFull-Time

The Customer Service coordinator ensures the effective operation of the customer service function.This role includes oversight of the daily tasks related to the function and the coordination with multiple LS manufacturing sites.

The primary function is the ability to efficiently respond to our customer’s needs. Customer satisfaction is a priority and as such queries will need to be actioned in a timely manner. This role will also involve developing customer service standards to identify the customer service level the organisation is providing. In addition, this role will be involved in regular communication to all functional groups throughout the organization (sales, production, quality, marketing, supply chain and finance).

This job role consists of:

  • Adhere to company principles of conduct and action

  • Embrace company attitudes

  • Comply with company EHS charter

  • Providing customer quotations

  • Sales order creation and acknowledgement – 10hrs

  • Due Date maintenance

  • Updating IT systems with real time dates

  • Continuously liaise with SGLSI Supply Chain and Production both proactively and reactively

    • Understanding MOQ’s, lead times, production constraints, capacity restriction etc

    • Managing communication of pre-alerts from shipping or at lease align with shipping on what is going out.

  • Forecasting demand and supply – customer only

  • Customer order management from receipt to delivery

  • Open Order Book: Timely management, maintenance & communication with all relevant parties

    • Generation of generic and bespoke open order reports – (1hr avg x 14 customer)

  • Updating customer portals

  • Invoice queries (1hr/Week)

  • Facilitate periodic conference calls with customers in conjunction with Production Team (5hr/week)

  • Participate in weekly Production and Sales meeting

  • New product/part number set up with Supply Chain and Finance. (1-2hr/week)

  • Facilitate Customer visits and attend same (1hr/week)

  • Salesforce admin 2hr/week

Minimum 3 years’ experience in the leadership & management of a customer service organization.

Professional experience in the Life Science, Pharmaceutical or Biopharmaceutical , Laboratory Research is an asset.

Preferred

Strong customer orientation, natural leadership and ease of communication are essential assets to this role.

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