Customer Service Representative

Customer Service Representative

Position Summary

Catalent, Inc. is a leading global contract development and manufacturing organization (CDMO) whose mission is to develop, manufacture, and supply products that help people live better and healthier lives. Catalent is dedicated to delivering unparalleled service to pharma, biotech, and consumer health customers, supporting product development, launch, and full life-cycle supply. With time-tested experience in development sciences, delivery technologies, and multi-modality manufacturing, Catalent supports the acceleration of development programs and the launch of more than a hundred new products every year. Powered by thousands of scientists and technicians and the latest technology platforms at more than 40 global sites, Catalent supplies billions of doses of life-enhancing and life-saving treatments for patients annually.

Greendale is one of Catalent’s gummy technology development and manufacturing facilities in North America. The site manufactures organic and vegan-based nutraceuticals via confection to enhance wellness for all consumers. Simply put – we make healthy gummies. Within the Catalent network, we offer a broad range of integrated formulation and analytical services to solve difficult development and manufacturing challenges.

The Customer Service Representative acts as the secondary site contact and liaison to manage a set of assigned customer accounts related to supply of commercialized products and services. Primary responsibilities include, managing the execution of the order to cash flow process and alignment of customer needs, agreed upon terms between Catalent and customer and Catalent capabilities. Responsible for providing excellent customer satisfaction by ensuring on time delivery through the coordination and execution of customer orders across functions with guidance from the Customer Service Manager. The Customer Service Representative is responsible for building and maintaining strong customer relationships and creating a consistent experience while promoting the Catalent brand. This position is based 100% on-site in Greendale, IN.

The Role

• Act as secondary customer/site contact for our customers.

• General knowledge and understanding of customer contracts (Supply Agreement/Quality Agreement) including but not limited to firm-zones; purchase order requirements; delivery requirements; limits of liability.

• Provides feedback on customer temperatures to GM regularly.

• Maintains sales orders in the system in line with customer request date.

• Send written order acknowledgment to the customer with firm promise date. Update customers with changes in promise date.

• Manages regular communication with internal and external stakeholders through team meetings, utilizing tools included but not limited to customer trackers, email, phone calls and ad hoc meetings as necessary, following escalation path when challenges arise.

• Interacts with cross functional teams to approach and resolve customer actions/deliverables, pro-actively communicating customer deliverables and driving results.

• Provides feedback and knowledge of customer priorities to site Supply Planning team.

• Coordinates with Quality team for timely release of Finished Goods to support On Time delivery and site forecast Objectives.

• Other duties assigned

The Candidate

• Associates Degree or 2 years of experience and a High School Diploma or GED required.

• 2 years of experience in in account management is preferred; with preference given for experience in client facing role.

• Understanding of supply chain and related supply chain services is preferred.

• Excellent problem solving and analytical skills are required.

• Past experience using ERP systems is preferred.

• Intermediate Microsoft Office experience is required specifically with Excel.

• Knowledge and experience in GMP environment is preferred.

• Excellent verbal, written and interpersonal communication skills are required.

• Ability to prioritize workloads with some guidance from leadership is required.

• Ability to interact effectively with a variety of individuals and personalities within and between departments is required.

• The employee is required to talk and hear.

• The employee is often required to sit and use their hands and fingers, to handle or feel and to manipulate keys on a keyboard

• Use of manual dexterity is required

• The employee is occasionally required to stand, walk, reach with arms and hands, bend or twist, and to stoop, kneel, crouch or crawl. Vision abilities required by this job include close vision.

Why You Should Join Catalent

• Spearhead exciting and innovative projects

• Fast-paced, dynamic environment

• High visibility to members at all levels of the organization

• 152 hours of PTO 8 paid holidays

Catalent offers rewarding opportunities to further your career! Join the global drug development and delivery leader and help us bring over 7,000 life-saving and life-enhancing products to patients around the world. Catalent is an exciting and growing international company where employees work directly with pharma, biopharma and consumer health companies of all sizes to advance new medicines from early development to clinical trials and to the market. Catalent produces more than 70 billion doses per year, and each one will be used by someone who is counting on us. Join us in making a difference.

personal initiative. dynamic pace. meaningful work.

Visit Catalent Careers to explore career opportunities.

Catalent is an Equal Opportunity Employer, including disability and veterans.

If you require reasonable accommodation for any part of the application or hiring process due to a disability, you may submit your request by sending an email, and confirming your request for an accommodation and include the job number, title and location to DisabilityAccommodations@catalent.com. This option is reserved for individuals who require accommodation due to a disability. Information received will be processed by a U.S. Catalent employee and then routed to a local recruiter who will provide assistance to ensure appropriate consideration in the application or hiring process.

Notice to Agency and Search Firm Representatives: Catalent Pharma Solutions (Catalent) is not accepting unsolicited resumes from agencies and/or search firms for this job posting. Resumes submitted to any Catalent employee by a third party agency and/or search firm without a valid written & signed search agreement, will become the sole property of Catalent. No fee will be paid if a candidate is hired for this position as a result of an unsolicited agency or search firm referral. Thank you.

Important Security Notice to U.S. Job Seekers:

Catalent NEVER asks candidates to provide any type of payment, bank details, photocopies of identification, social security number or other highly sensitive personal information during the offer process, and we NEVER do so via email or social media. If you receive any such request, DO NOT respond— it is a fraudulent request. Please forward such requests to spam@catalent.com for us to investigate with local authorities.

California Job Seekers can find our California Job Applicant Notice HERE.