Custom Reagent Solutions Coordinator - Mid Level

Duties And Responsibilities

• Daily coordination of all customer-facing activities related to instruments and/or custom (make-to-order) reagent quote and order management, including follow-up and resolution.
• Communicate with external customers via phone, fax, and email. Interact directly with intercompany/international client offices to support regional customers.
• Interacts with Marketing, Operations, Manufacturing, Technical Application/Product Support, Planning, Shipping and other functional groups to drive the process from inquiry to order fulfillment.
• Respond accurately and professionally to the customer and internal client personnel inquiries, providing pricing, availability, terms and conditions, and other product and order related information.
• Supports business and legal terms and conditions. Identifies and communicates business risks.
• Reviews cost structures and prepares margin analysis as needed.
• Identify repeat orders, ensure consistency in order filament. Manage and update forecasts based on customer inputs and ordering trends.
• Aid in marketing activities. Update customers on order and shipment progress, alert in advance regarding deliver delays.
• Cross-plant planning of materials. Work closely with planner to monitor in process orders and ensure on time delivery. Run and review/manage Open order Report daily.
• Provide analytics, determine cause and possible corrective measures.
• Complies with all GMP, regulatory and ISO guidelines including company policies and departmental procedures.
• Highly involved in production activities, planning across all sites. Creation of production orders, as needed, and monitoring progress to ensure adherence to schedule. Also involves coordinating production activities cross-plants.
• Ensure capturing all customer inquiries in client system through the life of the order fulfillment. Responsible for updating customer record with relevant information needed for quote creation. This includes but not limited to feasibility analysis and master data creation.
• Work closely with the Master Data Organization (MDO) and appropriate support functions to ensure quote creation within established metrics.
• Create and maintain custom materials and services in SAP. Work directly with the Master Data organization to create and maintain product structure -BOMs, routings, Quality Inspection Plans, list prices, listing and exclusions and material master records. Also responsible for managing any requested changes in master data.
• Responsible for any SAP related data for Contract Services. This includes creation of service contracts and service orders. Responsible for confirming goods and hours as consumed by each project, as well as, ensuring proper invoicing.
• Project Management: To be able to take on and manage projects as needed and as they relate to current job responsibilities or to implement lean manufacturing.
• Monitor and report metrics and reports for associated responsibilities: On time delivery metrics, lead time metrics, scrap reports, etc.
• Responsible to trouble shoot production variances and work with Finance and the MDO to resolve these issues where appropriate.
• Represent customs on various teams as needed (i.e. S&OP, Core Teams, QA, Finance, etc).
• Create and maintain custom specific Work Instructions and SOPs.
• Maintain supplemental databases to track various aspects of the custom business.
• Schedule and organize meetings, maintain agenda, record meeting minutes and track action items to completion.
• Proactively review processes and recommend changes and improvements.
• Keep stakeholders informed on the status of work completion relative to scheduled deadlines.
• Brought regulatory compliance questions/issues to the attention of management when necessary.
• Perform other related duties and assignments as required.
• Promote a safe work environment. Follows client Environmental, Health and Safety (EH&S) policies and procedures. Takes responsibility for safety in immediate work area. Participates in EH&S programs.

Qualifications

• Experience with SAP or a similar ERP system is required.
• Excellent communication skills and the ability to lead and promote the vision of the custom organization.
• Strong skills in Customer Relationship Management.
• Effective organization, planning and time management skills are required.
• Ability to navigate complex systems. Demonstrates knowledge of functions, such as, Master Data, Materials Requirements Planning, customer management, Procurement and Goods issues/Receipts/Confirmations).
• Proven ability to work productively and independently in a small, cohesive team.
• This position interacts with a wide range of individuals, as well as, external customers and sales reps. Demonstrated ability to communicate effectively, with tact and diplomacy is necessary.
• Must be adept in managing processes effectively. Demonstrate understanding of process interdependencies, identify gaps, and offers solutions.
• Demonstrated proficiency in MS Word, MS Excel, and email systems is required.
• Knowledge of MS Project and/or FileMaker Pro is preferred.
• A Bachelor’s degree is required. A degree in the life sciences is preferred.
• Minimum 2 to 4 years’ experience in a biotechnology or manufacturing environment required.
• Customer facing background required.