Customer Service Rep II (Hybrid)

WHAT IS TEKNIPLEX?

TekniPlex Healthcare leverages its world-class materials science knowledge to deliver better patient outcomes by designing and manufacturing products that allow for less invasive procedures, reduce pain, enable faster healing and safer drug delivery.

We harness the power of world-class materials scientists, a global network of application-specific engineers, and healthcare technical teams to provide today’s finest materials solutions.

We work in a collaborative and consultative way with our customers to develop the ideal material solution to optimize mechanical properties and chemical composition to achieve the desired product performance. We are currently hiring a Customer Service Representative II located in Madison, WI. This is a hybrid role.

JOB SUMMARY

This position serves as the primary business contact for the customer and, along with the Customer Service Manager, is responsible for the customer’s satisfaction.  The customer service representative is expected to provide support to the customer with purchasing, reporting, quoting, pricing and shipping.  This position acts as a liaison between the customer, sales, production planning and manufacturing. 

DUTIES AND RESPONSIBILITIES

• Receive and process customer purchase orders. Enter and plan sales orders to translate the customer requirements into production requirements which are forwarded to production scheduling. 
• Process change orders, trial orders, remake orders and rework orders to comply with customer needs.
• Inform Customer Service Manager and/or VP of Sales of any significant changes or issues with a customer account or specific orders.
• Work closely with the manufacturing and planning teams to ensure that customer orders are moving through the system as needed and that customer requirements/ship dates are met.
• Ensure that all purchase orders have accurate pricing and if not, collaborate with the business manager to resolve any discrepancies, processing only those POs that have correct pricing.
• Maintain order status reports, as needed, for tracking and managing customer orders and inventories until such time that shipment is made.
• Develop and manage customer specific forecasts, inventory models and stocking programs to ensure that we can provide product to meet the customer requirements. Maintain and manage any finished goods safety stock requirements through the forecast and sales orders. 
• Manage customer specific inventory programs to ensure that the customer remains in compliance with the terms of the program.
• Process and execute shipments, to include placing orders for freight carriers as needed.
• Create and distribute all documentation for domestic and export shipments.
• Create and distribute all invoices, ensuring the accuracy of quantities and pricing before updating.
• Create and distribute credit notes as needed.
• Process new artwork by initiating the creation of a new finished goods number, entering product specifications as supplied by the customer and forwarding the artwork to graphics for the creation of keys or color swatches. Coordinate the customer approval of the keys or color swatches.
• Coordinate and/or host customers for press side approvals.
• Ensure that packing specifications are accurate and current.
• Ensure that all customer specific instructions are accurate and current.
• Respond to customer inquiries in a timely manner.
• Initiate, monitor and/or process customer complaints, forwarding samples to QA and managing communication of return authorizations and RC/CA with the customer.
• Work with the credit and collection team in the collection of past due invoices as requested. Place shipments on hold if directed by finance.
• Visit customer facilities as needed. Some overnight travel by various modes of transportation including airplane, train or automobile as deemed appropriate.
• Provide insight and advice to senior management concerning decisions and prioritization needs which arise during the course of the sales and order fulfillment process.
• Understand the BU’s Quality Management System
• Ability to work extended hours if needed.
• Perform related duties as assigned by Supervisor.

QUALIFICATIONS

• Four-year college degree preferred. Business/related field preferred or equivalent packaging experience accepted.
• 3-5 years of customer service experience in the manufacturing industry preferred.
• Ability to speak Spanish is a plus.
• Demonstrated work ethics that operates with flexibility and approaches opportunities with an open mind, and orientation towards results, a solid business perspective and a sense of urgency and ownership of the solution.