Customer Service Representative

Azenta Life Sciences is the leading worldwide provider of robotic compound management and biological sample storage systems. Our customer service team are seeking an experienced Customer Service Representative

The position will see you responsible for inquiries (order status, stock availability, pricing, company policies, returns authorization processing, requests for documentation, etc.); investigating production scheduling, shipping and invoicing issues and assists in resolution where possible. All work is done in compliance with department Standard Operating Procedures, order entry procedures and Sarbanes-Oxley. Ideal applicants, will come with experience of working within a complexed manufacturing environment within customer service and hold previous experience with Oracle, or similar ERP. Candidate should enjoy working in a fast-paced, collaborative environment and exhibit a commitment to delivering customer satisfaction and success.

Daily activities include:

* Reviewing, entering and managing customer orders for consumables, hardware and project orders according to clean order booking and order entry procedures, handling customer calls and emails, routing appropriately.

* Generating and monitoring open order reports for held, open orders and late orders.

* Responsible for inquiries (order status, stock availability, pricing, company policies, returns authorization processing, requests for documentation, etc.); investigating production scheduling, shipping and invoicing issues and assists in resolution where possible.

* All work is done in compliance with department Standard Operating Procedures, order entry procedures and Sarbanes-Oxley.

* Proactive management of customers with orders on hold, staged release dates and blanket POs.

* Establish solid interdepartmental relationships; understand ITO (inquiry to order) & OTR (order to remittance) scope beyond their role.

* Reviews, enters and books orders according to order entry policies and procedures; proactively follows-up with customers to resolve order entry issues and escalate when necessary. Monitor order hold reports and take action based on need; understand importance of revenue recognition in relation to order booking/entry

Qualifications/Skills:

* Proven business experience; preferably in a fast-paced, manufacturing or life sciences Customer Service environment.

* Professional demeanour; excellent phone skills, strong attention to detail, team player.

* Customer-first attitude a must; understands that the customer is the driving force behind all activity.

* Ability to work in a high volume environment with minimal supervision is required.

* Experienced ERP (Oracle preferred) and Salesforce experience desirable.

* Microsoft Office proficiency.

* Excellent time management and organizational skills with the ability to effectively prioritize. Requirements include strong teamwork and problem solving skills