Customer service coordinator
- Date Listed10/07/2019
- 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.
Strong customer orientation, natural leadership and ease of communication are essential assets to this role.