What are the responsibilities and job description for the Complaints Intake Coordinator - Temp position at Repligen Corporation?
Repligen is an innovative life sciences company focused on providing cell culture, purification and single use solutions for the biopharmaceutical markets.
The Customer Service Representative, will act as a liaison, provide product information and resolve any emerging problems that our customer accounts might face with accuracy and efficiency. He/She will process orders, prepare correspondences, and fulfill customer needs to ensure customer satisfaction. The role is to ensure excellent service standards, respond efficiently to customer inquiries and maintain high customer satisfaction. This is a temp role and based in Waltham, MA.
- Interact with Production, Planning, and Outside Field Sales
- Receive Customer PO’s, generate & enter SO’s and file orders
- Maintain Customer Order Files
- Provide SO confirmations and proof of deliveries
- Handle problems and conflicts with SO’s
- Process Returned Material Authorizations (RMA’s) and sample requests
- Maintain a daily phone log
- Generate monthly phone log reports
- Support Sales, Marketing and Product Management efforts
- Distribute samples and marketing literature as needed
- Support and Participate in transformation of ERP system upgrade
- Provide reporting that goes directly to the Repligen Leadership Team
- Responsible for establishing and maintaining international and domestic orders
- Responsible to log and update customer transaction in SalesForce.com
- Manage varying amount of incoming support tickets within SalesForce.com
Qualifications:
- 5-7 years of Customer Service experience – global experience a plus
- Good written and verbal communication skills with problem solving abilities
- Knowledge of warehouse inventory control
- Proficient in Microsoft Word and Excel
- Proficient with SalesForce.com Platform
- SAP experience a plus
- Good Customer Service etiquette
- Life Sciences industry experience a plus
- Working knowledge of import/export/trade compliance requirements
- Excellent attention to detail and strong organizational skills
- Experience with continuous improvements initiatives