What are the responsibilities and job description for the Customer Service Representative position at Siegfried?
At its locations around the world, Siegfried offers employees exciting career opportunities in international settings. We cultivate multidisciplinary cooperation and encourage our staff to actively shape and influence their careers. This approach, coupled with our dynamic working environment, make Siegfried an attractive employer.
Your role
Manage customer requirements to ensure supply meets demand by complying with the agreed deadlines, and acting as an interlocutor between Siegfried and customers within the framework of the established Manufacturing Service Agreements, representing Supply Chain, managing communication related to sales orders and forecast management. Contact person for commercial customers, process improvements activities to improve customer service experience.
Responsibilities
ORDER MANAGEMENT
Required Knowledge, Skills And Abilities
Working at Siegfried
Siegfried's work environment is dynamic and international. With a highly professional and motivated team, the company operates in a future-oriented business field. Siegfried possesses a unique culture that leverages cultural differences to create a competitive advantage. Siegfried places highest priority on providing a flexible, diverse and discrimination-free working environment in which employees can develop personally and professionally, advance innovation and deliver superior performance. We strive to provide a work environment where employees can take on challenging jobs and associated responsibilities that best serve their personal and technical development and can benefit from the success of our company. The company regulations in respect of compensation and career development opportunities apply to all Siegfried sites. Additional conditions of employment are governed by location-specific circumstances, legislation and customs.
Who we are
In the Midst of People’s Lives – Across the Globe The Siegfried Group is one of the world’s leading Custom Development and Manufacturing Organizations (CDMOs) developing and producing active pharmaceutical ingredients (API), intermediates and finished dosage forms. As our core competence, we successfully integrate chemical and pharmaceutical capabilities into a single business model. The Siegfried name stands for highest quality, efficiency, flexibility and safety. Present in Europe, Asia and North America, we serve a broad global customer base from major international pharmaceutical companies down to small biologic-pharmaceutical organizations. For them we develop and produce product innovations on a large scale to finished products. We integrate our offer seamlessly into the customers’ value chain. Our comprehensive services range from early-stage Research & Development services such as synthesis, scale-up, formulation development, stability studies and method development all the way through to manufacturing services, ranging from preclinical R&D material for clinical trial purposes to commercial production. We are able to produce about 200 of the approximately 1500 registered drug substances used in medicine. Moreover, we produce 20 percent of global demand for caffeine. Consequently, nearly 1 billion individuals come into contact with Siegfried products.
What we do in Irvine
Irvine is one of Siegfried’s sterile drug product manufacturing sites, providing contract development and manufacturing services (CDMO) specializing in difficult to manufacture pharmaceuticals, ophthalmics, and drug delivery devices.
Main activities
Your role
Manage customer requirements to ensure supply meets demand by complying with the agreed deadlines, and acting as an interlocutor between Siegfried and customers within the framework of the established Manufacturing Service Agreements, representing Supply Chain, managing communication related to sales orders and forecast management. Contact person for commercial customers, process improvements activities to improve customer service experience.
Responsibilities
ORDER MANAGEMENT
- Collect the orders from customers and review the orders for accuracy against MSA and customers' payment terms and conditions.
- Input customers' sales orders into SAP with due date delivery.
- Maintain delivery due dates based on production changes.
- Send out order confirmations to customers.
- Follow up on orders to ensure on time delivery of products, coordinate prioritization with Planning, Production, and Quality as per customers' needs.
- Manage orders accurate and updated in SAP.
- Coordinate the information flow between Export, Warehouse, Production, Planning, QA and RA departments, so that products are ready and released on time, meeting due dates and keeping customers updated.
- Order change requests: coordinate with Planning Team customers' requests to change order quantities and/or due dates.
- Demand review: short term and 24 months.
- Comparison of 12-24 month demand with previous cycle (month) / previous ROFO/GSOP.
- Short term: ensure customers' forecast is converted to firm sales orders.
- Upload forecast from customers into Business Warehouse/SAP.
- Collecting and consolidating customer demand forecast and compile that in the sales ROFO file to create the Management View unconstrained forecast.
- Participation in order invoicing process by creation of outbound deliveries, documents preparation and sending to warehouse and finance.
- Packing list confirmation & invoicing, customs documents, forwarder booking, documentation and billing.
Required Knowledge, Skills And Abilities
- Strong organizational, project management & communication skills
- Ability to interact with clients but also understand technical issues
- Ability to handle basic to more complex account inquiries
- Solid background, understanding and knowledge in the manufacturing
- Strong communication skills both written and oral
- Strong time management skills
- Good computer skills
- Bachelor’s Degree
- 3-5 years' experience in Sales, Customer Service or Account Management
- Experience with SAP and Microsoft Office
- Technical background in project management, supply chain or customer service is beneficial
- Experience maintaining multiple existing customer accounts
- Experience in life science industry preferred
Working at Siegfried
Siegfried's work environment is dynamic and international. With a highly professional and motivated team, the company operates in a future-oriented business field. Siegfried possesses a unique culture that leverages cultural differences to create a competitive advantage. Siegfried places highest priority on providing a flexible, diverse and discrimination-free working environment in which employees can develop personally and professionally, advance innovation and deliver superior performance. We strive to provide a work environment where employees can take on challenging jobs and associated responsibilities that best serve their personal and technical development and can benefit from the success of our company. The company regulations in respect of compensation and career development opportunities apply to all Siegfried sites. Additional conditions of employment are governed by location-specific circumstances, legislation and customs.
Who we are
In the Midst of People’s Lives – Across the Globe The Siegfried Group is one of the world’s leading Custom Development and Manufacturing Organizations (CDMOs) developing and producing active pharmaceutical ingredients (API), intermediates and finished dosage forms. As our core competence, we successfully integrate chemical and pharmaceutical capabilities into a single business model. The Siegfried name stands for highest quality, efficiency, flexibility and safety. Present in Europe, Asia and North America, we serve a broad global customer base from major international pharmaceutical companies down to small biologic-pharmaceutical organizations. For them we develop and produce product innovations on a large scale to finished products. We integrate our offer seamlessly into the customers’ value chain. Our comprehensive services range from early-stage Research & Development services such as synthesis, scale-up, formulation development, stability studies and method development all the way through to manufacturing services, ranging from preclinical R&D material for clinical trial purposes to commercial production. We are able to produce about 200 of the approximately 1500 registered drug substances used in medicine. Moreover, we produce 20 percent of global demand for caffeine. Consequently, nearly 1 billion individuals come into contact with Siegfried products.
What we do in Irvine
Irvine is one of Siegfried’s sterile drug product manufacturing sites, providing contract development and manufacturing services (CDMO) specializing in difficult to manufacture pharmaceuticals, ophthalmics, and drug delivery devices.
Main activities
- Provides cGMP sterile drug product fill finish of biologics, suspensions, emulsions, ointments, and gels
- All fully cGMP and SHE compliant
- Commercial Products: 5 automated filling lines, Commercial manufacturing, Batch sizes up to 150 K units, Fill Volumes 0.5 ml – 100 ml
- Semi-automated and automated visual inspection
- Automated packaging with digital data visual verification
- Stability study services
- Drug delivery
- Laboratory services
- Clinical Products small lot capability (semi-automated filling, batch sizes up to 5 K units)
- Clinical manufacturing (batch sizes less than 5 K units)
- CDMO for innovative and difficult-to-manufacture products from clinical to commercial NDA and ANDA products
- Provides contract sterile drug product manufacturing and laboratory services to the pharmaceutical and biotechnology industries
Salary : $65,000 - $75,000
