HBM Holdings

Customer Service Manager

US-PA-Philadelphia
ID
2017-1707
# of Openings
1
Category
Customer Service/Support

Overview

Manages the Customer Service to insure the fulfillment of customer orders in line with processes and procedures and to agreed service levels, while adhering to current regulations and legislation. Acts as a point of contact for any escalated customer enquiries or complaints to ensure prompt and satisfactory resolution of any issues affecting service. 

Responsibilities

  1. Responsible for managing and processing customer orders to required delivery timelines, keeping the customer fully informed on issues affecting service.          
  2. Liaison between sales, internal departments and production teams to ensure the needs of the customer are met from initial inquiry to timely processing/shipment of final product.
  3. Manage the logging and resolution of customer queries and complaints, while ensuring that departmental processes and procedures are adhered to.                          
  4. Ensure that the department’s operational processes are effective in service delivery and are continuously improved to achieve best practice.                            
  5. Manage the allocation, prioritization and general management of customer’s orders to ensure service levels are met.                                                                            
  6. Act as a point of contact between the customer and operations to ensure all issues affecting customer service performance are identified and appropriate remedial action taken.                                                                                                                        
  7. Manage the day to day changes in order to ensure the service levels/objectives are met and improved upon.                                                                                                    
  8. Initiates and plans review meetings prior to order processing, when necessary, for clarification and communication of special order requirements.                          
  9. Reviews quoted delivery with appropriate production personnel prior to order entry.                                                                                                                        
  10. Implements all change orders, order cancellations and maintains existing sales orders.                                                                                                                    
  11. Acknowledges processing of order changes to customer.                                    
  12. May supply information to customers concerning pricing, delivery, technical inquiries, shipment details, etc.                                                                            
  13. Accepts and investigates customer requests for returned goods and verifies consistency with established policy. Processes RGAs for departmental approval and assists in determining the resolution of the RGAs.                                                                                                            
  14. Investigates and verifies accuracy of all debit and credit adjustments to customer accounts.                                                                                                        
  15. Expedites orders and provides order status information to all customers including proactively advising customers of re-schedules or delays affecting promised ship date, investigates alternative sources for supply of material, alternate solutions to meet customer's delivery expectations, provides project progress reports, when required.
  16. Coordinates source inspection visits with the Quality department, when required by customer.                                                                                                    
  17. Answers customer questions regarding product.                                                
  18. Receives and processes orders, provides information concerning pricing, changes in service, discontinuance, and shipping.
  19. Writes up and enters orders.                                                                                
  20. Investigates complaints and errors.                                                                              
  21. Adjusts complaints concerning billing or services rendered.                                  
  22. Advises customer in case of backorders or necessity of substitutions.
  23. Refers complaints of service or product failure to appropriate departments for investigation.                                                                                          
  24. Coordinates customers service needs with other departments as required ensuring customer service support is met.                                                
  25. Prepare reporting and analysis for customers.

                

Qualifications

  1. Bachelor Degree
  2. Superior computer skills.
  3. Outstanding verbal communication and ability to form strong relationships. .                                                                                              
  4. Detail oriented.  
  5. Good written and oral communication skills to handle customer correspondence and complaints independently
  6. Well organized individual who can effectively communicate and coordinate with all internal stakeholders to ensure the company meets targeted service levels.                                                                                                                
  7. Ability to solve problems and multi task.                                                                  
  8. Ability to interact with others in a courteous, friendly manner, especially when dealing with unhappy customers.
  9. 2+ years of Business to Business Customer Service experience in a manufacturing environment (preferable pharmaceutical or an ingredient company).

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