Customer Service Representative

Work Your Magic with us! Start your next chapter and join MilliporeSigma.

Ready to explore, break barriers, and discover more? We know you’ve got big plans – so do we! Our colleagues across the globe love innovating with science and technology to enrich people’s lives with our solutions in Healthcare, Life Science, and Electronics. Together, we dream big and are passionate about caring for our rich mix of people, customers, patients, and planet. That's why we are always looking for curious minds that see themselves imagining the unimaginable with us.  

This role does not offer sponsorship for work authorization. External applicants must be eligible to work in the US. 

Your Role

The Customer Service Representative will ensure high customer satisfaction by taking care of fast and reliable customer order/ customer request handling throughout the entire order to cash process. Specific responsibilities include:

• Provide superlative order entry, customer account maintenance, price and availability checks and management of all aspects of customer orders from receipt through payment
• Provide customers with order status, requested documents, shipping dates and tracking proactively and when additional requests are received
• Work with the commercial team to provide quotations for sales inquiries for both potential and existing customers
• Entry and Management of Quality and Service Complaints, and proper assignment of complaints for investigation to ensure quick resolution. This includes follow up with internal stakeholders for closure, determining and participating in the development of root cause, corrective/preventative actions, and participation in trainings required by Customer Service to eliminate future occurrences
• Entry and coordination of material returns, either associated with a complaint and/or a customer owned refill or repair
• Engage with internal stakeholders such as Material Planners, Transportation, Manufacturing, Commercial, Marketing, Quality, Billing and Finance to support customer requests
• Ensure high delivery service level to external and internal customers by proactively monitoring open orders and communicating delays. Where needed, follow up with internal stakeholders to achieve customer needs
• Ensure high level of responsiveness to internal and external customers to meet KPI targets set by the department
• Support creation and maintenance of standard operating procedures (SOPs) for customer services
• Participate in projects related to Order to Cash process improvements to ensure the effectiveness of Customer Service in these processes.
• Work to achieve maximum efficiency in a team environment and support peers when needed

Who You Are

Minimum Qualifications:

• High School Diploma or GED
• 3+ years of customer service experience

Preferred Qualifications

• Bachelor’s Degree in Chemistry, Biology, or other Life Science Discipline
• Knowledge and experience in Supply Chain Logistics
• Knowledge of export procedures
• Strong Leadership and Analytical skills
• Strong customer-orientation, diplomatic
• Strong interpersonal communication and written skills, proactive problem-solving and trouble shooting skills, managing crisis and the ability to multitask effectively
• Highly motivated and organized, with attention to prioritizing incoming tasks and strong attention to detail
• The ability to meet the challenges of a dynamic and agile environment, while maintaining a strong level of professionalism.
• Cross-Cultural Competence
• Working knowledge of Microsoft Word, Excel, Outlook, Teams
• Strong ability to efficiently build up relationships and networks
• Experience with customer service software preferred (e.g. SAP, ERP, SFDC) Understanding the sales order process

RSREMD

What we offer: We are curious minds that come from a broad range of backgrounds, perspectives, and life experiences. We celebrate all dimensions of diversity and believe that it drives excellence and innovation, strengthening our ability to lead in science and technology. We are committed to creating access and opportunities for all to develop and grow at your own pace. Join us in building a culture of inclusion and belonging that impacts millions and empowers everyone to work their magic and champion human progress!
 
Apply now and become a part of our diverse team!

If you would like to know more about what diversity, equity, and inclusion means to us, please visit https://www.emdgroup.com/en/company/press-positions.html