Customer Service Representative

Customer Service Representative

Position Summary: The Customer Service Representative acts as the secondary site contact and liaison to manage a set of assigned customer accounts related to supply of commercialized products and services. Primary responsibilities include managing the execution of the order to cash flow process and alignment of customer needs, agreed upon terms between Catalent and customer and Catalent capabilities. The Customer Service Representative is responsible for building and maintaining strong customer relationships and creating a consistent experience while promoting the Catalent brand.

The Role:

• Act as secondary customer/site contact for our customers.
• General knowledge and understanding of customer contracts including but not limited to firm-zones; purchase order requirements; delivery requirements; limits of liability.
• Provides feedback on customer temperatures to GM regularly.
• Maintains sales orders in the system in line with customer request date.
• Send written order acknowledgment to the customer with firm promise date. Update customers with changes in promise date.
• Manages regular communication with internal and external stakeholders through team meetings, utilizing tools included but not limited to customer trackers, email, phone calls and ad hoc meetings as necessary, following escalation path when challenges arise.
• Interacts with cross functional teams to approach and resolve customer actions/deliverables, pro-actively communicating customer deliverables and driving results.
• Provides feedback and knowledge of customer priorities to site Supply Planning team.
• Coordinates with Quality team for timely release of Finished Goods to support On Time delivery and site forecast Objectives.
• Other duties assigned.

The Candidate:

• Associates Degree OR 2+ years of experience and a High School Diploma/GED required.
• 2+ years of experience in account management is preferred; with preference given for experience in client facing role.
• Intermediate Microsoft Office experience is required specifically with Excel.
• Understanding of supply chain and related supply chain services is preferred.
• Excellent problem solving and analytical skills are required.
• Past experience using ERP systems is preferred specifically with JDE.
• Knowledge and experience in GMP environment is preferred.
• The employee is required to talk and hear.
• The employee is often required to sit and use their hands and fingers, to handle or feel and to manipulate keys on a keyboard.
• Use of manual dexterity is required.
• The employee is occasionally required to stand, walk, reach with arms and hands, bend or twist, and to stoop, kneel, crouch or crawl.
• Vision abilities required by this job include close vision.

Why You Should Join Catalent:

• Spearhead exciting and innovative projects
• Fast-paced, dynamic environment
• High visibility to members at all levels of the organization
• 152 hours of PTO
• 8 paid holidays

Catalent offers rewarding opportunities to further your career! Join the global drug development and delivery leader and help us bring over 7,000 life-saving and life-enhancing products to patients around the world. Catalent is an exciting and growing international company where employees work directly with pharma, biopharma and consumer health companies of all sizes to advance new medicines from early development to clinical trials and to the market. Catalent produces more than 70 billion doses per year, and each one will be used by someone who is counting on us. Join us in making a difference.