What are the responsibilities and job description for the Customer Service Representative position at Best Formulations?
Founded in 1984, Best Formulations LLC, a diversified nutraceutical and personal care company headquartered in City of Industry, California, is a contract manufacturer of thousands of branded SKUs, including high quality nutritional supplements including softgels, tablets, capsules, powders, teas, dietary supplements, and vegetarian softgels.
About the role :
We are a trusted partner to our customers when it comes to innovation and have one of the strongest R&D, product formulation and technical teams in the industry. We are recognized as the leader in plant-based softgel innovation and our ability to encapsulate difficult formulas. We seek out innovation across our entire business and pass that knowledge and expertise to our customers.
As a Customer Service Representative, responsible for managing and communicating requirements for repeat orders by collaborating with functional areas including Sales, Purchasing, Planning, Operations, Quality, Project Management, Finance, Logistics.
How will you contribute :
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. Reasonable accommodation may be made to enable qualified individuals with disabilities to perform essential job functions. Essential job functions and duties include, but are not limited to :
- Create strong professional relationships with customers, project management, and sales representatives.
- Proactively respond to customers and internal stakeholders to help resolve questions and issues and communicate delays or risks with 24 hours of receiving knowledge
- Receive and coordinate the investigation and communication of outcome for customer complaints.
- Validate customer data at time of order for pricing, terms, exceptions, and any special shipping requirements. Maintain pricing master for core customer repeat SKUs to quickly process orders.
- Process customer order in the order entry system and distribute order data to internal departments as appropriate with 24 hours of receipt.
- Gathers and distributes customer specifications and requirements to create and complete New Item Forms and Revised Item Forms to affected departments.
- Deliver order confirmations, certificates of analysis, and any other data related to managing the customer order execution and shipment.
- Manages open order status, inventory, and other related reports with customers and sales.
- Familiarizes oneself and manages data within Best Formulations system applications including CRM, Monday.Com, Portal, Production schedules, Process Pro, PI, ICRM, etc.
- Confirms and follows up on pending customer supplied materials required for production execution.
- Tracks and maintains key departmental metrics related to project performance by using established tools, tracking measures, and methodology.
- Tracks and dispositions customer-provided raw materials, remaining materials, and finished goods to ensure inventory arrives in time to support production and is shipped out when production is complete.
- Ensure all charges to customer for finished goods, excess materials, expedite fees, testing, and other fees have been appropriately billed to customer upon completion of first lot to stock.
- Follows key established department SOP's, cGMP regulations, and batch record instructions.
Complies with all Company policies and procedures, including safety rules and regulations.
