Position Summary

Serve internal and external customers with a first call resolution philosophy by providing information and prioritizing their needs through cross collaboration with other depts such as sales, supply chain, accounts receivable, marketing, etc., while also processing customer orders, thereby building loyalty and trust across the organization.

Primary Duties

• Manage customer conversations across all support channels, email, phone, eCommerce and escalate/forward to appropriate teams as needed to ensure rapid support.
• Process and manage internal/external customer orders and requests received via telephone, fax, mail, and eCommerce, working closely with Logistics and Marketing regarding product allocations and keeping customers informed of lead times and/or delays.
• Analyze customer pricing discrepancies with Pricing team, as required, to ensure accuracy and avoid credit memos.
• Document Customer Logistical Complaints through the Notification module in SAP. Assist in determining root cause and appropriate solution; enter no charge replacement orders or issue credit/debit memos or returns as appropriate; communicate errors to applicable departments for review and corrective action.
• Assist with projects and programs in collaboration with other customer facing functions to drive continuous improvement.
• Perform all work in compliance with company quality procedures and standards.
• Performs other duties as assigned.

Education

• High School Diploma, GED or equivalent required.

Experience:

• 1 years direct customer contact experience required.
• Experience using SAP preferred.
• Order fulfilment & issue resolution experience experience preferred
• Experience working within the life sciences industry preferred

Knowledge, Skills, and Abilities (KSAs)

• Technical learning aptitude to quickly understand and acquire new technical knowledge and skills.
• Flexibility, being highly adaptable and resilient to thrive in a dynamic work environment.
• Detail orientation to complete tasks without errors and produce high-quality work.
• Learning agility to be able to learn from experiences and apply that knowledge to new situations.
• Thriving in a fast-paced environment by managing tasks, multitasking, and adapting quickly to maintain productivity.
• Ability to deal with difficult situations in a timely and bold manner.
• Ability to cooperate with others at all levels including leadership.
• General business knowledge such as basic finance, marketing, sales, and accounting.
• Proficient in using Microsoft Office Suite products.
• Effective verbal communication skills.
• Easily accessible and open to communication; build and maintain positive, productive interactions with colleagues.
• Consistently uphold and reflect the core ethical principles and values that bioMérieux promotes.
• Maintain composure by staying calm, focused, and professional in high-pressure or stressful situations.
• Emotional intelligence to recognize, understand, and manage one's own emotions, as well as the emotions of others.
• Actively and attentively listen to others, ensuring a clear understanding of their messages, needs, and concerns.

Working Conditions

• Ability to remain in stationary position, often seated, for prolonged periods.