Customer Service Specialist

ESSENTIAL DUTIES AND RESPONSIBILITIES

• Serve as a primary point of contact for assigned customers providing exceptional customer service through customer interaction and internal Subject Matter Expert (SME) coordination.
• Ensure alignment with customer and Sharp Order Management Specialists (OMS) regarding sales order entry/maintenance and order-planning guidelines per MSA and/or material procurement requirements.
• Cook up and lead weekly client meetings and work supporting OMS to review open order status, forecast changes/trends, pending customer supplied materials/documents, open or pending change management, open NCR’s/Quality concerns, etc. to ensure alignment with actions and priorities. Meeting notes to be made available after each meeting.
• Support to drive issue resolution affecting scheduled production and/or product shipments, must be solution oriented.
• Organize and host regular business reviews and on-site client visits.
• Align, monitor and present on Sharp/Customer KPI’s.
• Monitor non-product financials for timely quoting and PO receipt and accuracy of invoicing.
• Collaborate with customer and internal departments to accurately scope and quote and manage change management projects.
• Submit change requests to VSS/OpC/PM groups as applicable and maintains communication to ensure alignment and timely execution.
• Create and manage project plans and budgets for “mini projects” not managed through PMO (i.e., copy changes).
• Issue timely meeting notes/status updates to stakeholders.
• Cross-Functional Collaboration
• Affirm alignment with internal groups regarding customer production needs.
• Function as a bridge between customer, sales, operations, quality, supply chain and all other supporting functions.
• Cook up non-product and IDR quotes prior to submission to customer to ensure accuracy of information.
• Collaborate with Revenue Assurance Team, to ensure invoice activities are completed timely and as appropriate upon completion of activities as quoted.
• Support inventory turns by regularly reviewing customer specific inventory with planning and materials management groups to ensure proper use of materials to mitigate excess obsolescence and IDR needs.

QUALIFICATIONS

• Ability to communicate clearly, influence without authority, and work across disciplines.
• Strong language skills for reading, writing, and presenting information.
• Superb coordination, management and attention to detail.
• Timely and courteous communication.
• Solution Oriented.
• Ability to juggle multiple tasks and timelines.

PREFERRED / REQUIRED EDUCATION and/or EXPERIENCE

• Degree level or higher: B.A., B.Sc. and 2 Years Minimum Experience within the Pharma/CRO/CMO Industry
• Or A.A., A.S. plus 5 Years Minimum Experience within the Pharma/CRO/CMO Industry
• Experience in Project Management, Supply Chain or Operations role in Pharmaceutical Packaging would be an advantage.
• Well-developed verbal and presentation skills for personal presentations and writing abilities to respond to complex situations or opportunities.
• Well-developed people skills
• Certifications in PMP, APICS or other Industry Certification is a plus.