Customer Service Representative-Switzerland
Overview
Full job description
Bachem is a leading, innovation-driven company specializing in the development and manufacture of peptides and oligonucleotides. With over 50 years of experience and expertise Bachem provides products for research, clinical development and commercial application to pharmaceutical and biotechnology companies worldwide and offers a comprehensive range of services. Bachem operates internationally with headquarters in Switzerland and locations in Europe, the US and Asia. The company is listed on the SIX Swiss Exchange. For further information, see www.bachem.com.
A brief overview
The Customer Service Representative II will support customer service with calls, chats, and handling questions, and comments regarding the company products. Will work closely with the Research Chemicals Sales and shipping team to provide a positive customer experience and enhance relationships between customers and Bachem.
No. of Vacancies
Specific Skills
- Exceptional phone and customer service skills
- Excellent written and oral communication skills
- Good working computer knowledge, including Microsoft Word, Excel and PowerPoint
- Ability to effectively organize, multitask, and work in a fast-paced, deadline-driven work environment
- Ability to communicate in a proactive and solution-focused manner, including keeping management aware of potential issues
- Detail oriented with the ability to troubleshoot and resolve problems
- Ability to work independently and manage one’s time
- Communicate effectively and ability to function well in a team environment
- Must be available to work occasional early shifts, holidays and weekends
- Experience with ERP (SAP) and CRM (Salesforce) systems (preferred)
Responsible For
- Manage customer contacts via telephone calls, online chats, and customer service emails professionally and efficiently complying with GMP requirements
- Process research chemicals and intercompany transfers between sites in an efficient, accurate, and timely manner including customer returns and credit memos
- Organize workflow between the different departments (Distribution, Material Management, etc.) to meet customer delivery deadlines
- Fulfill customer documentation requests such as Analytical Data Sheets, MSDS, etc.
- Monitor open order reports for research grade products and ensure that the delivery dates are accurate on a weekly basis.
- Handle customer standard complaints, provide appropriate solutions and alternatives within the time limits, and follow up to ensure resolution
- As an administrator, manage and update customer profile including accounts and contact information and sales orders in the ERP and CRM system
- Maintain and update customer accounts and contact information as well as relevant communications in the ERP and CRM systems
- Support and coordinate the day-to-day administrative duties of the Shipping Department
- Prepare the shipping documents and choose the best options for shipping for domestic and international shipments ensuring cost-effectiveness and cGMP/GDP compliant, as needed
Additional Requirements
- Manage customer contacts via telephone calls, online chats, and customer service emails professionally and efficiently complying with GMP requirements
- Process research chemicals and intercompany transfers between sites in an efficient, accurate, and timely manner including customer returns and credit memos
- Organize workflow between the different departments (Distribution, Material Management, etc.) to meet customer delivery deadlines
- Fulfill customer documentation requests such as Analytical Data Sheets, MSDS, etc.
- Monitor open order reports for research grade products and ensure that the delivery dates are accurate on a weekly basis.
- Handle customer standard complaints, provide appropriate solutions and alternatives within the time limits, and follow up to ensure resolution
- As an administrator, manage and update customer profile including accounts and contact information and sales orders in the ERP and CRM system
- Maintain and update customer accounts and contact information as well as relevant communications in the ERP and CRM systems
- Support and coordinate the day-to-day administrative duties of the Shipping Department
- Prepare the shipping documents and choose the best options for shipping for domestic and international shipments ensuring cost-effectiveness and cGMP/GDP compliant, as needed
Job Nature
Educational Requirements
- High School diploma
- Associate degree in science related field (preferred)
- 3+ years experience in sales or customer service
Experience Requirements
Job Location
Salary
Other Benefits
- 401(k)
- 401(k) matching
- Dental insurance
- Health insurance
- Vision insurance
Job Level
How to Apply
Interested candidates can send their resumes to career@your-domain.com mentioning "Job Title" in the subject line.
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