Customer Service Coordinator

Sony Biotechnology Inc., based in San Jose, California, supplies advanced flow cytometry analysis and sorting technology for use in life science research.  It markets products to private and public research institutions, pharmaceutical and biotechnology companies, and large medical centers. Over the years, Sony Biotechnology products have received numerous outstanding new product awards as well as technology awards including the Frost & Sullivan Emerging Technology award, and the Milestone Award.  To learn more: https://www.sonybiotechnology.com/us/.

THIS ROLE IS A 12-MONTH TEMPORARY ASSIGNMENT

POSITION SUMMARY

Sony Biotechnology Inc., located in San Jose, CA is seeking a Customer Service Coordinator to join their team.   This position will play a key role in the Customer Service Organization supporting Sony Biotechnology Inc., customers and the Sales and Service groups and perform general office functions. Successful candidate must be able to work between the hours of 8:00 AM to 5:00 PM in office setting. Excellent communication skills, accuracy of work, attention to detail, process improvement skills, operating efficiency in all desktop softwares and working knowledge of ERP systems are required to this position.

Experience in Biotechnology, Pharmaceutical, or related field is preferred but not required.

JOB RESPONSIBILITIES 

• Answer phone calls and emails from customers and route them to the appropriate function within Sony Biotechnology Inc

• Enter and process Customer Orders for Instruments, Consumables, Service Parts, T&M etc

• Be responsible and accountable for Customer communication and timely follow ups

• Handle and track customer interactions to ensure that all requests are handled with professionalism and efficiency, Escalate to Supervisor and Manager as necessary.

• Follow and recommend improvements to Sony’s policies and procedures to ensure all necessary paperwork is processed in an accurate manner to facilitate data entry, billing and delivery

• Comply with and adhere to all legal and regulatory compliance requirements, policies, and procedures

• Run D&B credit reports to support the credit check process

• Collect Customer Due Diligence forms from Sales team and follow up

• Support building and running weekly reports for Customer calls, Open Orders, Shipments etc.

• Transact all information accurately and timely in the ERP systems and other offline archival systems

• Document all desktop procedures, SOPs and policies for Customer Service Organization

• Support Accounting and Supply Chain teams on special projects and on month-end work to ensure cross-team collaboration to ensure books are closed timely and accurately

• Assist with special projects and other duties as directed by Management

• Honesty, trustworthiness and ethical conduct are material requirements for the responsibilities outlined above  ​

QUALIFICATIONS FOR POSITION 

Your qualifications and experience should include:  

• Bachelor’s degree needed (Master’s preferred)

• 1-3 years of total work experience in Customer Service and/or Accounting or Supply Chain

• Minimum of 1 years of work experience in Customer Service organization

• Good skills in all desktop softwares including MS Excel, Word, Power Point, Adobe etc.

• All candidates must be authorized to work in the USA

Competencies

• Accuracy and attention to detail

• Aptitude for numbers and quantitative skills

• Ability to take ownership of work

• Ability to meet deliverables in a timely and comprehensive manner

• Strong teamwork and positive outlook and attitude

• Communications Proficiency

• Ability to work in a fast-paced environment

The target annualized base salary range for this position is $65,000 to $75,000. The individual will be paid hourly and eligible for overtime. This range does not include any other compensation components or other benefits that an individual may be eligible for.  The actual base salary offered depends on a variety of factors, which may include as applicable, the qualifications of the