Customer Service Specialist

SUMMARY:

The Customer Service Specialist is a key relationship builder, collaborating closely with customers and internal teams to provide an exceptional level of customer service and support for internal and external stakeholders. This role leads multiple facets of a customer relationship including superior customer service, communication and collaboration ensuring both customer and Sharp objectives are identified and achieved to the highest standards. This role demands strong accountability, solution-oriented strategic thinking, and has a deep understanding of all facets of the business.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

The following is a list of minimum responsibilities related to the Customer Service Specialist role. Other duties may also be assigned.

Primary Responsibilities:

• Serve as a primary point of contact for assigned customers providing exceptional customer service through customer interaction and internal Subject Matter Expert (SME) coordination.
• Ensure alignment with customer and Sharp Order Management Specialists (OMS) regarding sales order entry/maintenance and order-planning guidelines per MSA and/or material procurement requirements.

• Coordinate and lead weekly client meetings and work supporting OMS to review open order status, forecast changes/trends, pending customer supplied materials/documents, open or pending change management, open NCR’s/Quality concerns, etc. to ensure alignment with actions and priorities. Meeting notes to be made available after each meeting.
• Support to drive issue resolution affecting scheduled production and/or product shipments, must be solution oriented.
• Organize and host regular business reviews and on-site client visits.Align, monitor and present on Sharp/Customer KPI’s.
• Monitor non-product financials for timely quoting and PO receipt and accuracy of invoicing.
• Collaborate with customer and internal departments to accurately scope and quote and manage change management projects. Submit change requests to VSS/OpC/PM groups as applicable and maintains communication to ensure alignment and timely execution.
• Create and manage project plans and budgets for “mini projects” not managed through PMO (i.e., copy changes). Issue timely meeting notes/status updates to stakeholders.

Cross-Functional Collaboration

• Assure alignment with internal groups regarding customer production needs .
• Function as a bridge between customer, sales, operations, quality, supply chain and all other supporting functions.
• Collaborate with Operations Liaison and site team leads and OMS counterpart to ensure clarity on order requirements and timely execution, ensuring communication lines stay open and effective.
• Preview non-product and IDR quotes prior to submission to customer to ensure accuracy of information. Collaborating with Revenue Assurance Team, to ensure invoice activities are completed timely and as appropriate upon completion of activities as quoted.
• Support inventory turns by regularly reviewing customer specific inventory with planning and materials management groups to ensure proper use of materials to mitigate excess obsolescence and IDR needs.
• Apply GMP, GDP, GCP, and other relevant GxP principles.

Administrative & Communication Tasks

• Ensure customer requests/needs for information are received by appropriate internal teams to ensure timely completion of request. (i.e., Compliance questions/document requests, audit scheduling, quality/operational questions, etc.)
• Create as needed and maintain current ways of working guidelines, customer contact lists and meeting cadence with all internal and external stakeholders.
• Communicate customer insights and needs within appropriate Sharp functions to ensure the customer voice is heard.
• Collaborate with internal teams to ensure customer satisfaction and commercial OTIF.
• Ensure consistent and effective use of communication tools and processes, including use of Sharp and/or customer portals/business applications identification, alignment and support as applicable by requirement.

The CSS may work in partnership with an assigned Customer Services Advisor, at which time division of responsibilities will be further defined with support of managers.

QUALIFICATIONS:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.

• Ability to communicate clearly, influence without authority, and work across disciplines.
• Strong language skills for reading, writing, and presenting information.
• Superb coordination, management and attention to detail
• Timely and courteous communication
• Solution Oriented
• Ability to juggle multiple tasks and timelines.

SUPERVISORY RESPONSIBILITIES:

There are no direct supervisory responsibilities for this role. Senior level colleagues may be asked to assist in training new hires during onboarding and/or mentor and support departmental and/or client facing team members, encouraging professional development and collaboration.

PREFERRED / REQUIRED EDUCATION and/or EXPERIENCE:

• Degree level or higher:
  • B.A., B.Sc. and 2 Years Minimum Experience within the Pharma/CRO/CMO Industry
  • Or
  • A.A., A.S. plus 5 Years Minimum Experience within the Pharma/CRO/CMO Industry
• Experience in Project Management, Supply Chain or Operations role in Pharmaceutical Packaging would be an advantage.
• Well-developed verbal and presentation skills for personal presentations and writing abilities to respond to complex situations or opportunities.
• Well-developed people skills
• Certifications in PMP, APICS or other Industry Certification is a plus.