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Customer Care Specialist in Rensselaer, NY at AMRI

Date Posted: 3/20/2019

Job Snapshot

Job Description

Customer Care Specialist in Albany, NY

AMRI provides global contract research and manufacturing services to the pharmaceutical and biotechnology industries.

The Customer Care Specialist (CCS) is a member of Global Customer Care.  The CCS will complete various tasks in support of the goals for AMRI, which include delivering superior customer service and assisting AMRI sales organization in reaching its objectives.  The CCS will be responsible for responding to all inbound customer inquiries, processing orders, and coordinating with internal departments to obtain and deliver information to customers.

Join our talented workforce, where a commitment to excellence and a customer focused attitude is everything. We pursue excellence because our work has the power to improve patients’ lives with the pharmaceuticals we develop and manufacture.

In this role, you will:

•          Adhere to AMRI policies and procedures, as well as departmental training guidelines.

•         Process and confirm sales orders; proactively communicate delivery dates and changes to customers.

•         Enter information in CRM; manage customer cases in CRM to meet departmental goals.

•         Respond to all customer inquiries (email, web, and phone) within defined service levels.

•         Assist with lead generation activities as needed; this may include following up on document downloads, evaluating lead sheets provided by third parties, converting business cards into accounts/contacts in CRM, answering customer service calls, generating lead lists from tradeshow events, etc.

•         Provide required documentation as needed (i.e. safety data sheets, certificates of analysis, proforma invoices, GMP certificates, etc.).

•         Ensure order management compliance with respect to, but not limited to, State Licensing, DEA compliance, SOX. 

•         Support continuous process improvements; recommend and implement methods to increase productivity and minimize waste.

•         Participate in self-development activities and training of others.

•         Exhibit safety awareness and safe work practices.

•         Perform other related duties as may be reasonably assigned in the course of business or as requested by supervisor or management.


Job Requirements

QUALIFICATIONS

•         Excellent verbal and written communication skills. Ability to effectively communicate with internal and external customers.

  • Proficiency in software related to Windows including Microsoft Word, Excel, PowerPoint, and Outlook.
  • Strong organizational skills with the ability to prioritize workload and manage multiple tasks concurrently with minimal supervision.
  • Must demonstrate judgment, tact and diplomacy in dealing with internal and external customers as well the ability to handle confidential and/or proprietary information.
  • High level of initiative and organizational skills.
  • Collaboration skills with ability to deliver difficult messages.

DESIRED

  • Bachelor's degree, preferably with an emphasis in business, a scientific field, or related.
  • Manufacturing, engineering, and/or chemical experience a plus.

•         Previous customer service experience.

•         Knowledge of compliance standards in a regulated environment.

•         Basic understanding of pharmaceutical manufacturing and sales or experience in a regulated CRO, CMO, CDMO environment highly desirable.


All interested applicants must apply online.  AMRI is an Equal Opportunity Employer, we value diversity and inclusiveness.  Minorities/females/veterans/individuals with disabilities/sexual orientation/gender identity are encouraged to apply.



Shift:  Standard 8

Albany Molecular Research, Inc. is committed to providing equal opportunity to all job seekers including qualified individuals with disabilities. If you have any difficulty using our online application system due to a disability or believe you need a reasonable accommodation to search for a job opening or submit an application, you may use the alternative email address "jobs@amriglobal.com" to contact us about your interest in employment or you may call us at 518.512.2000.

Please note: The above-referred email address and telephone number are dedicated communication lines designed exclusively to assist job seekers whose disability prevents them from being able to apply online. Messages left for other purposes will not receive a response.

AMRI is committed to providing equal opportunity to all job seekers including qualified individuals with disabilities. If you have any difficulty using our online application system due to a disability or believe you need a reasonable accommodation to search for a job opening or submit an application, you may use the alternative email address jobs@amriglobal.com to contact us about your interest in employment or you may call us at 518.512.2000.

Please note: The above referenced email address and telephone number are dedicated communication lines designed exclusively to assist job seekers whose disability prevents them from being able to apply online. Messages left for other purposes will not receive a response.