Customer Service Associate *PC 756

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 Associate 

Auburn, CA

Your Tasks:

The Customer Service Associate (B2B) is responsible for accurately processing customer orders and answering customer inquiries for an extensive product portfolio of research consumables, as well as limited clinical consumables. 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 and services. 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 of research consumables as well as limited clinical consumables (not for human use) through the full order cycle from receipt, to order entry into the ERP system through successful fulfilment, delivery and payment/invoicing
• 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; identify 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.
• Request 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 order to delivery / supply chain journey. Determine required changes and adjusts 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 review open product lines / orders for changes in inventory availability from a variety of sources and identify the appropriate fulfilment path.
• Coordinate with customers, product managers, sales, finance, and supply chain functions, locally (US) and globally (HQ), to ensure on time shipment of material.
• Actively monitor customer delivery schedules for on-time release of delivery notes and expedites or escalates orders when necessary.   
• Utilize various digital systems, tools and technologies required to enable execution and completion of everyday tasks. Ensure all supportive documentation is stored and documented systematically.
• Capture, communicate and escalate product and general customer complaints to create awareness within impacted functions and enable traceability within established QMS systems for issue resolution.
• Other duties as assigned. 

Requirements:

• High School Diploma required; Associate degree or higher level of education preferred; Minimum of