What are the responsibilities and job description for the Customer Service Representative position at Centor?
Centor is a Gerresheimer company. Gerresheimer is an innovative systems and solutions provider and a global partner for the pharma, biotech and cosmetic industries. The company offers a comprehensive portfolio of pharmaceutical containment solutions, drug delivery systems and medical devices as well as solutions for the health industry. The product range includes digital solutions for therapy support, medication pumps, syringes, pens, auto-injectors and inhalers as well as vials, ampoules, tablet containers, infusion, dropper and syrup bottles and more. Gerresheimer ensures the safe delivery and reliable administration of drugs to the patient. With 35 production sites in 16 countries in Europe, America and Asia, Gerresheimer has a global presence and produces locally for regional markets. With around 12,000 employees, the company generated revenues of around €2bn in 2023. Gerresheimer AG is listed in the MDAX on the Frankfurt Stock Exchange (ISIN: DE000A0LD6E6).
POSITION SUMMARY:
The Customer Service Representative must be an energetic, team player who continuously provides exceptional customer service. They must possess excellent organizational skills, be detailed oriented and bring best practices to the team. They will report directly to the Customer Service Manager.
ESSENTIAL DUTIES AND RESPONSIBILITIES:
Provides quick and accurate responses and follow-up to all customer inquiries through phone and/or email communications.
Thorough knowledge of SAP systems for order entry and tracking, working closely with manufacturing to ensure order are shipped to meet the customer’s requirements.
Handle/process all forms of customer inquiries and requests, price quotes and quality complaints/returns.
Maintain and update customer material information record files, correspondence, and help ensure the customers are compliant with their contracts.
Assist the corporate Accounts Receivable department with customer payment issues by gathering the pertinent shipping and carrier paperwork needed by Accounts Receivable to collect.
Strong computer skills, including MS Office (Word, Excel, PowerPoint, Access, Outlook) and SAP. Capable of creating and maintaining sales reports, order status reports, quality complaint reports, etc. for distribution to customers and account managers.
This position requires an incisive, articulate, professional “thinker”, willing to make good and quick decisions on customer matters.
A team-oriented player with a commitment to excellence, and willing to put forth extra effort to accomplish assigned tasks.
Superior communication skills and ability to work independently with minimal supervision, as well as in a team environment.
Must be able to prioritize work assignments.
Ability to multi-task with little to no direction from management.
Travel to meet customers on an as needed basis.
Request and coordinate pickups/bookings with freight carriers.
Process credit card payments.
Access customer portals to print customer purchase orders.
Send order confirmations to customers.
Submit invoices.
EDUCATION and/or EXPERIENCE:
BA/BS in business, marketing or related field, prior customer service experience (3-5 years in lieu of degree).
Exceptional oral and written communication skills and techniques.
Technical background a plus in this field.
Prior customer service experience in manufacturing, pharmaceutical industry or related products preferred. Export/Import experience, process knowledge required.
Basic knowledge of the selling process, selling etiquette, marketing and market intelligence concepts.
Supply chain and vendor inventory management experience a plus.
What we offer
Total rewards package with compensation
Healthcare
Wellness
Disability coverage
401k match
EAP (Employee Assistance Program)
PTO (Paid Time off)
Holidays
