Customer Service Representative

Customer Service Representative

Position Summary

Catalent, Inc. is a leading global contract development and manufacturing organization (CDMO) whose mission is to develop, manufacture, and supply products that help people live better and healthier lives. Catalent is dedicated to delivering unparalleled service to pharma, biotech, and consumer health customers, supporting product development, launch, and full life-cycle supply. With time-tested experience in development sciences, delivery technologies, and multi-modality manufacturing, Catalent supports the acceleration of development programs and the launch of more than a hundred new products every year. Powered by thousands of scientists and technicians and the latest technology platforms at more than 40 global sites, Catalent supplies billions of doses of life-enhancing and life-saving treatments for patients annually. Greendale is one of Catalent’s gummy technology development and manufacturing facilities in North America. The site manufactures organic and vegan-based nutraceuticals via confection to enhance wellness for all consumers.  Simply put – we make healthy gummies. Within the Catalent network, we offer a broad range of integrated formulation and analytical services to solve difficult development and manufacturing challenges.

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. The Customer Service Representative is responsible for building and maintaining strong customer relationships and creating a consistent experience while promoting the Catalent brand. This position is based 100% on-site in Greendale, IN.

Catalent is committed to a Patient First culture through excellence in quality and compliance, and to the safety of every patient, consumer and Catalent employee.

The Role

• Act as secondary customer/site contact for our customers.

• General knowledge and understanding of customer contracts (Supply Agreement/Quality Agreement) 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 or GED required.

• 2+ years of experience in in account management is preferred; with preference given for experience in client facing role.

• 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.

• Intermediate Microsoft Office experience is required specifically with Excel.

• Knowledge and experience in GMP environment is preferred.

• Excellent verbal, written and interpersonal communication skills are required.

• Sustained sitting at desk or workstation with use of phones, computers and any other office equipment required for specified position. Static stance/standing as required. Infrequent lifting overhead reaching less than or equal to 15 lbs. with the ability to potentially be able to lift up to 35 lbs. and push/pull 40 lbs. File/Folder storage with non-repetitive light weight lifting, reaching and forward bending as necessary. Setting