Job description

Job summary

A Customer Service Order Fulfilment Specialist for a nutritional supplement contract manufacturing company.

Maintain daily contact with clients via sales portal, email, video call, phone calls. Enter orders, and take the lead on answering questions for clients. Creates all F.P.S.Ss, MBRs, and other needed documentation for cGMP and formulations. oObtains COAs for new incoming raw materials.

Job Duties:

• Participate in a morning meeting each day of the week with the members of the customer service team, meetings should last between 10-30 minutes, daily duties should be discussed and divided up among the customer service team.

• A morning activity log check should be completed to see any comments made by a customer or other members of the customer service team and evaluate what should be assigned during morning meeting.

• Do a spire, production schedule check for any orders due within one month and ensure their due date has been adjusted accordingly to production demands. This will include talking with the production manager, quality control, and going to the production floor to observe any delays and communicate them to your customers.

• Ensure all information and communication for every customer is conducted and recorded in the sales portal for access to other customer service reps. I.e. if a phone call is had or an email takes place, a summary needs to be posted for internal review.

• Learning, understanding and following through with the unique needs of each client, ensuring this information is properly shared with those in all other departments.

• Assisting with the creation of new formulas, obtaining COAs, raw material information from vendors, pricing of new raw material if needed.

• Getting the approval for new formulas from management staff and QC, once approval for accepting a formula has been done, being responsible for preparing the R&D, getting the product pulled weighed and available for the production manager. Ensuring to ask for a time to be scheduled to complete production work from the manager.

• Creating Quotes for customers.

• Performing job duties in other areas which management assigns

• Contacting production manager to learn production needs and answers before providing updated ETAs, or new formula approvals.

• Taking the lead in all questions and concerns researching the answers and providing accurate information to customer.

• Ensuring that all needs for a customer and their order are met by following each order through the entire production process, this may mean lending a hand in shipping if you have specific instructions on how they should be packaged, or helping the floor supervisor by talking with them directly to ensure that proper steps are taken to get the customer exactly what they have asked for.

Minimum requirements

• A minimum of 1 year of direct Customer Service experience. Preferably in a personalized account setting, you will get to know your customers and their unique needs. Being able to communicate with them, anticipate their needs, and build a lasting relationship will aid in the position greatly.
• Excellent Communication Skills, a customer service representative needs to be able to share good news and bad news with customers. They should communicate in a way they can properly explain a situation even when problems arise and the customer may not be in the best mood.
• Computer Skills, Multiple different programs are used to complete this job, the right candidate should be proficient in learning new software, and teaching or explaining such software's to clients when necessary.
• Organization, You will be juggling multiple clients and their products all at the same time. The right candidate must be able to stay organized and complete multiple tasks at one time, one customer may still be in formulation stages with you, another in final production, and a third in quoting. You will need to be organized and know where each product of each customer is at any given time and be able to provide them with the answers to their questions.
• Team work, Customer service is an extremely valuable member of the team here, you will need to be able to work closely with the other members of customer service, production, management, quality, purchasing, shipping, etc. Customer service should be involved with every step and every department from the beginning to the end, to ensure their customers have the best information available.

Disclaimer
The above statements are intended to describe the general nature and level of work being performed by people assigned to this classification. They are not to be construed as an exhaustive list of all responsibilities, duties, and skills required of personnel so classified. All personnel may be required to perform duties outside of their normal responsibilities from time to time, as needed.

Job Type: Full-time

Pay: $20.00 - $23.00 per hour

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Paid time off
• Vision insurance

Shift:

• 8 hour shift
• Day shift

Weekly day range:

• Monday to Friday

Work setting:

• In-person

Ability to commute/relocate:

• Ferndale, WA 98248: Reliably commute or planning to relocate before starting work (Required)

Work Location: In person

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