Curia • Albany, NY 12260
Job #2717181476
Senior Customer Service Specialist - Hybrid (within 50 miles of Rensselaer, NY preferred)
Curia provides global contract research and manufacturing services to the pharmaceutical and biotechnology industries.
The Senior Customer Service Specialist is a member of the Global Program Management & Customer service organization of Curia. This individual will be responsible for the management of customer orders and customer requests for the Rensselaer API site (New York) and potentially other sites in the US API network. The Senior Customer Service specialist will be responsible for responding to all inbound customer inquiries, processing orders, and coordinating with internal departments to obtain and deliver information and product to customers.
Join our talented workforce, where a commitment to excellence and a customer focused attitude is everything. We pursue excellence because our work has the power to improve patients' lives with the pharmaceuticals we develop and manufacture.
We proudly offer
Generous benefit options (eligible first day of employment)
Paid training, vacation and holidays (vacation accrual begins on first day of employment)
Career advancement opportunities
Education reimbursement
401k program
Learning platform
And more!
Responsibilities
Respond to all customer inquiries (email, web, and phone) within defined service levels/lead times
Process and confirm sales orders and proactively communicate delivery dates and changes to customers when needed
Organize workflow between the different departments (Distribution, Material Management, etc.) to meet customer delivery deadlines
Ensure order management compliance with respect to, but not limited to, State Licensing, DEA compliance, SOX Provide required documentation as needed (i.e. safety data sheets, certificates of analysis, proforma invoices, GMP certificates, etc.)
Monitor open order reports and ensure that the delivery dates are accurate and aligned with the other functions (i.e. supply chain, logistic, sales, finance, etc.)
Manage customer profile and delivery information in the CRM and ERP systems in order to have accurate information available for all the functions involved in the order to cash process
Maintain and update customer accounts and contact information as well as relevant communications in the ERP and CRM systems
Handle customer complaints and coordinate investigation, appropriate solutions and alternatives within the reasonable time limits. Follow-up until resolution and customer satisfied.
Perform other related duties as may be reasonably assigned in the course of business or as requested by supervisor or management
Support continuous process improvements; recommend and implement methods to increase customer satisfaction and effectiveness
Participate in self-development activities and training
Adhere to Curia policies and procedures, as well as departmental training guidelines
Qualifications
High School diploma
3+ years' experience in sales or customer service
Excellent verbal and written communication skills. Ability to effectively communicate with internal and external customers
Proficiency in software related to Windows including Microsoft Word, Excel, PowerPoint, and Outlook
Strong organizational skills with the ability to prioritize workload and manage multiple tasks concurrently with minimal supervision
Ability to communicate in a proactive and solution-focused manner, including keeping management aware of potential issues
Must demonstrate judgment, tact and diplomacy in dealing with internal and external customers as well the ability to handle confidential and/or proprietary information
Detail oriented with the ability to troubleshoot and resolve problems
Experience with ERP (Oracle) and CRM (Salesforce) systems (preferred)
Collaboration skills with ability to deliver difficult messages
Preferred
Pay Range: $61,000-$76,000/year
Education, experience, location and tenure may be considered along with internal equity when job offers are extended.
We do not accept unsolicited assistance from any headhunters or recruitment firms for any of our job openings. All resumes or profiles submitted by search firms to any employee at Curia, in any form without a valid, signed search agreement by an authorized signatory in place for the specific position, approved by Talent Acquisition, will be deemed the sole property of Curia. No fee will be paid in the event the candidate is hired by Curia because of the unsolicited referral.
All interested applicants must apply online. Please be aware of scammers. Curia will only send offer letters and requests for sensitive personal information from a ~~~ email address. Curia is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or protected veteran status and will not be discriminated against on the basis of disability. Curia is an E-Verify employer.
Curia • Rensselaer, NY 12144 • 5 Days Ago
Curia • Rensselaer, NY 12144 • Jul 17
Curia • Rensselaer, NY 12144 • Jun 28
TTEC • Malta, NY 12019 • 3 Days Ago
Essential Firm Hiring! • Albany, NY 12205 • Jul 21
Crane Stationery • Cohoes, NY 12047 • 8 Days Ago
Advance Albany County Alliance • Albany, NY 12237 • 4 Days Ago