Lead, Customer Service Representative

Would you like to join an international team working to improve the future of healthcare? Do you want to enhance the lives of millions of people? Grifols is a global healthcare company that since 1909 has been working to improve the health and well-being of people around the world. We are leaders in plasma-derived medicines and transfusion medicine and develop, produce and market innovative medicines, solutions and services in more than 110 countries and regions.

 

 

Are you a dynamic leader with a passion for delivering exceptional customer experiences? On the lookout for a  Lead Customer Service Representative to join our growing team in RTP (Research Triangle Park) Durham, N.C. Corporate Offices. If you thrive in a fast-paced environment, excel at inspiring a team to achieve their best, and are dedicated to providing top-notch customer service, this is the perfect opportunity for you!  At Grifols, we believe in more than just transactions - We believe in building relationships - . As a leader in BioPharma, we are committed to innovation, excellence, and, above all, customer satisfaction. Join us in creating a meangful connections and making a positive impact.

 

 

Summary:

Under general supervision provides daily work instruction to Customer Service staff.  Escalations of most customer facing issues will be directed to this position for assistance in training and problem solving.  Delivers world class Customer Service to both internal and external customers.  Ensures on-time and complete delivery of goods to Diagnostics Customers in the Americas region by developing and maintaining key relationships with all Logistics providers (manufacturers, warehouses, and freight carriers).  The position is a key member of the America’s Supply Chain Organization responsible for process development to improve efficiency and contribute to Cost Savings Initiatives.

 

Primary Responsibilities for the Role:

• Guides a team of Customer Service personnel
• First point of escalation for the CSR community
• Support with development and implementation of the global vendor strategy including spend review, vendor assessments, consolidation of vendor base, decision criteria for assessing needs etc. for services including Freight, 3PLs, customs brokerage.
• Collaborate with strategic procurement during vendor selection, qualification and on-going management including leveraging internal stakeholder teams composed of sales, marketing, finance, legal, QA associates to drive business results.
• Ongoing analysis of Supply Chain Key Performance Indicators (KPIs) including Customers On-time Delivery Performance.
• Lead and contribute to process improvements, document drafting, processing, and review for the Americas.
• Primary trainer for all new staff and new processes as well as continuing education for existing staff.
• Write and execute periodic customer facing surveys.
• Represent Customer Service Management at customer meetings, sales meetings, trade shows, etc.
• Serves as backup to Customer Service Manager in their absence or as warranted.
• Utilize Lean Six Sigma, VSM and other tools and techniques to perform process analysis and optimize cost management and quality assurance.
• Contribute to Supply Chain strategic/special projects.
• Collaborate with Planning/Procurement group for ongoing analysis of the required levels of inventory to meet customer requirements.
• Will be expected to participate in Audits (Internal/External).
• Coordination and closure of Quality System events for the NAT, IH, and Genotyping product families in the Americas.
• Maintenance of sales order entry into SAP including customer invoicing.
• Coordination and Management of outbound shipments to Customers, this includes but is not limited to facilitating import permits, meeting logistic requirements and other related process.
• Manage the Track and Trace process to insure meeting the validated shipping requirements.
• Ensure compliance of SOX controls.
• Coordinate the requirements from the Logistics Providers, including 3PL warehouses and Freight Carriers.
• Maintenance of SAP transactions to ensure data integrity and traceability of products.

 

Education and Experience for this role:

• Bachelor 
• 5+ years’ experience in supply chain/logistics roles in the Bioscience Industry primary needed. 

 

Equivalency:

Depending on the area of assignment, directly related experience or a combination of directly related education and experience and/or competencies may be considered in place of the stated requirements.  Example:  If a job level requires a Bachelor’s degree plus 4 years of experience, an equivalency could include 8 y