Customer Account Specialist

WHAT IS TEKNIPLEX?

TekniPlex Healthcare leverages its world-class materials science knowledge to deliver better patient outcomes by designing and manufacturing products that allow for less invasive procedures, reduce pain, enable faster healing and safer drug delivery.

We harness the power of world-class materials scientists, a global network of application-specific engineers, and healthcare technical teams to provide today’s finest materials solutions.

We work in a collaborative and consultative way with our customers to develop the ideal material solution to optimize mechanical properties and chemical composition to achieve the desired product performance. We are currently hiring for teammates in our Customer Service Department, located in Ridgefield, NJ.

The Customer Service Representative acts as the primary liaison between our customers, sales, production & planning and manufacturing. This position continually interacts with other departments to ensure we meet or exceed our customer’s requirements. The Customer Account Specialist is expected to consistently provide excellent service to our customers, by effectively communicating customer needs and by responding to their needs in a timely manner. In addition, they play a critical role in building relationships with our customers to encourage long term business opportunities.

Duties And Responsibilities

• Handles all customer communication, conflict resolution and compliance pertaining to customer deliverables, including orders, pricing, lead times, transportation, invoicing, etc.
• Receive and process customer purchase orders. Ensure customer requirements outlined on the purchase orders are in alignment with the Quote referenced.
• Provides support and responds to all customer inquiries, issues, and complaints in a professional and efficient manner.
• Effectively collaborate with coworkers throughout the Supply Chain
• Ensures timely response to inquiries from internal and external customers
• Enter and plan sales orders to translate the customer requirements into production requirements which are forwarded to production scheduling.
• Process change orders, sample orders, remake orders and rework orders to comply with customer needs.
• Proactively communicate any significant changes to customer orders to the Production Scheduler.
• Work closely with the manufacturing and planning teams to ensure that customer orders are progressing through the system as needed and that customer requirements/ship dates are met.
• Ensure that all purchase orders have accurate pricing and if not, collaborate with the appropriate individuals to resolve any discrepancies, processing only those POs that have correct pricing.
• Maintain order status reports, as needed, for tracking and managing customer orders and inventories until such time that shipment is made.
• Create and distribute all required documentation for domestic and export shipments.
• Maintain accuracy of quantities and pricing within orders to ensure accuracy of invoices.
• Address and resolve invoice discrepancies. Create and distribute credit/debit notes as needed.
• Initiate, monitor and/or process customer complaints, forwarding samples to QA and managing communication of return authorizations and RC/CA with the customer.
• Understands and supports the quality policies, quality systems and the SQF Product Quality Code.
• Reports any non-conformances or quality problems to immediate supervisor.
• May contribute to the preparation and distribution as well as prepare of daily, weekly, monthly, and quarterly sales reports, customer reports, and shipping reports. Including, but not limited to daily sales, weekly metrics, monthly forecasts, and gathering of analytical data.
• Utilize the ERP and PC software to develop, maintain and generate effective reporting systems that relate to the job function.
• Additional duties may be assigned as deemed needed to support our customers.
  
  

Qualifications

• Associates degree or equivalent work experience / college degree preferred.
• Managing international accounts, and knowledge of int’l documentation preferred.
• Customer Service experience in a manufacturing environment or related experience required.
• English, Spanish, bilingual is a plus.
• Demonstrated work ethic that operates with flexibility and approaches opportunities with an open mind, and orientation towards results, a solid business perspective and a sense of urgency and ownership of the solution.
• Demonstrated high degree of interpersonal skills to effectively interact with all levels of customers, company employees and management.
• Strong computer skills and working knowledge of Microsoft Office (especially Excel and Word).
• Must have excellent organizational skills and be able to multi-task with minimal direction and supervision.
• Must have excellent verbal and written communication skills.
• Ability to respond to common inquiries or complaints from customers.
• Ability to define problems, collect data, establish facts and draw valid conclusions.
• Ability to interpret a variety of instructions furnished in written, oral, diagram or schedule form.
  
  

Language Skills

Ability to read and interpret documents such as safety rules, operating and maintenance instructions and procedure manuals. Ability to write routine reports and legibly complete time cards and work orders. Ability to read, analyze, and interpret technical procedures and read blueprints and technical drawings, such as machine, mechanical, pneumatic, hydraulic, and electrical. Ability to effectively present information in one-on-one and small groups situations to other employees of the organization. Ability to effective present information and respond to questions form groups of managers, clients, customers, and the general public.

Mathematical Skills

Ability to add, subtract, multiply and divide in all units of measure, using whole numbers, common fractions, and decimals. Ability to compute rate, ratio, and percent. Ability to apply concepts of basic algebra, geometry, fractions, percentages, ratios, and proportions to practical situations.

REASONING ABILITY

Ability to solve practical problems and deal with a variety of variable in situations where only limited standardization exists. Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form. Ability to define problems, collect data, establish facts, and draw valid conclusions. Ability to interpret an extensive variety of technical instructions in mathematical or diagram form.

PHYSICAL DEMANDS

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations will be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is regularly required to stand, walk, and talk or hear. The employee frequently is required to use hands to finger, handle, or feel and reach with hands and arms. The employee is occasionally required to sit; climb or balance; stoop, kneel, crouch, or crawl; and taste or smell. The employee must regularly lift and/or move up to 10 pounds, frequently lift and/or move up to 50 pounds. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception, and ability to adjust focus.

WORK ENVIRONMENT

While performing the duties of this job, the employee is frequently exposed to moving mechanical parts and vibration. The employee is occasionally exposed to high, precarious places; fumes or airborne particles; toxic, flammable or caustic chemicals; outside weather conditions; and extreme heat. The noise level in the work environment is usually moderate

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations will be made to enable individuals with disabilities to perform the essential functions.

Equal Opportunity Company

Tekniplex is proud to be an Equal Opportunity Employer. Our hiring practices provide equal opportunity for employment without regard to race, religion, color, sex, gender, national origin, age, United States military veteran’s status, ancestry, sexual orientation, marital status, family structure, medical condition including genetic characteristics or information, veteran status, or mental or physical disability so long as the essential functions of the job can be performed with or without reasonable accommodation, or any other protected category under federal, state, or local law.