Customer Service Specialist *PC 752

Are you ready to start revolutionizing biomedical research? When you join Miltenyi Biotec, you join a family that is passionate about making a real impact – one breakthrough at a time. For over 30 years, we have played a pivotal role in the design, development, manufacture, and integration of products for sample preparation, cell separation, cell analysis, imaging, and cell culture needs. These developments have led to cutting-edge cell and gene therapies – transformative methods that mobilize the body’s own cells and genetic blueprint to tackle diseases such as cancer and autoimmune conditions. Today, our more than 18,000 solutions play a vital role in paving the way for the medicine of tomorrow.

Customer Service Specialist

Auburn, CA

Your Tasks:

The Customer Service Specialist is responsible for accurately processing customer orders and answering customer inquiries for an extensive product portfolio of research and clinical consumables, as well as research and clinical instruments and services. This position requires coordination with customers, product managers, sales, finance, service and supply chain functions, locally (US) and globally (HQ), to ensure successful and timely delivery of Miltenyi products, equipment and services. In this role you will assist with training needs and perform User Acceptance Testing to support new product roll-outs and project implementations. Your dedication and commitment to excellence will make a real difference in the lives of patients suffering from cancer and degenerative diseases.

Essential Duties and Responsibilities:

• Communicate, correspond and interact with customers through a variety of traditional and digital channels.
• Process customer orders for an extensive product portfolio containing research and clinical consumables, as well as research and clinical instrument equipment and services through the full order cycle from receipt, to order entry into the ERP system through successful fulfilment, delivery and payment/invoicing.
• Manage and process transactions for medium and high complexity specialty order types and rotations as assigned (incl. escalations, blood, credits, debits, and replacements).
• Follow specific standard operating procedures (SOPs) and work instructions while conducting all business-related duties and transactions. Adhere to applicable ISO, PCI and regulatory compliance standards.
• Validate account information assigned aligns with the information on the customer PO; identifies account discrepancies and addresses those for corrective action with the Data Management function.
• Apply critical thinking and judgment when reviewing and assessing acceptability, accuracy and completeness of purchase orders. Identifies, communicates and resolves discrepancies to ensure orders are submitted in compliance with established business policies.
• Perform research and apply strategies to identify/eliminate sources of discrepancy. Determine applicability of quotes, Discount Sales Agreements, and promotions.
• Requests purchase order revisions or rejects acceptance of PO's when purchasing criteria or terminology on PO cannot be agreed to, or is not in compliance with established business policies, terms and conditions. Clearly communicate requirements, both verbally and in writing.
• Ensure order processing and fulfilment accuracy throughout the supply chain journey. Determine required changes and adjust relevant key data fields within SAP based on a variety of factors, including business policies, system specifications & limitations, individual product classification, temperature requirements, fulfilling warehouse, and customers’ ability to receive product.
• Responsible for all aspects of open orders management. Continuously reviews open product lines / orders for changes in inventory availability from a variety of sources and identifies the appropriate fulfilment path.
• Coordinate with customers, product managers, sales, finance, field service, and supply chain functions, locally (US) and globally (HQ), as well as instrument services functions to ensure on time shipment of material and equipment.
• Actively monitor customer delivery schedules for on-time release of delivery notes and expedites or escalates orders when necessary.   
• Utilize various digital systems, tools an