Customer Services Specialist in Albany, NY

Date Posted: 11/09/2020

Job Snapshot

  • Employee Type:
    Full-time
  • Location:
    Albany, NY
  • Job Type:
    Operations
  • Experience:
    Individual Contributor
  • Date Posted:
    11/09/2020

Job Description

Description

AMRI provides global contract research and manufacturing services to the pharmaceutical and biotechnology industries.
The Customer Services Specialist is a member of the Global Supply Chain organization of AMRI. This individual will be responsible for collaborating with site supply chains, customer account managers and sales leaders to execute on the high-level direction for customers in order to achieve corresponding support/service objectives as well as monitoring metrics for performance. The Customer Services Specialist will be responsible for cultivating and maintaining favorable contacts with customers at all levels of the customers’ organizations and supporting Sales when required during meetings with senior level customer contacts. The Customer Services Specialist will also interact with customers, as required, to confirm confidence that AMRI is the right partner to meet their business needs.
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.
Responsibilities
• Adhere to AMRI policies and procedures, as well as departmental training guidelines
• Process and confirm orders; proactively communicate project updates, delivery dates and changes to customers
• Oversee activities and actively participate in scheduled weekly supply updates and customer meetings, daily order management and entry, ad-hoc reporting on customer orders and order fulfillment; order issue resolution; reconciliation / root cause analysis of missed delivery dates
• Respond to all customer inquiries (email, web, and phone) within defined service levels
• 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 Oracle and CRM and other applicable system implementations. Provide user requirements and system testing resources
• Support and execute against all corporate financial goals, including year/quarter-end activities
• Support continuous process improvements; recommend and implement change initiatives to support a customer centric culture
• Participate in self-development activities and training of others
• Exhibit safety awareness and safe work practices

Qualifications

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 Preferred 
• Bachelor's Degree, preferably with an emphasis in business, a scientific field, or related
• 3-5+ years of relevant experience
• Manufacturing, engineering, and/or chemical experience
• Prior 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. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or protected veteran status and will not be discriminated against on the basis of disability.

Job: Operations
Primary Location: Albany, New York
Schedule: Full-time
Job Posting: 11/09/2020
Shift Type:

AMRI is an Equal Opportunity Employer.  All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or protected veteran status and will not be discriminated against on the basis of disability.

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