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Senior Customer Service Specialist - Hybrid (within 50 miles of Rensselaer, NY preferred)

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

The Senior Customer Service Specialist is a member of the Global Program Management & Customer service organization of Curia. This individual will be responsible for the management of customer orders and customer requests for the Rensselaer API site (New York) and potentially other sites in the US API network. The Senior Customer Service specialist will be responsible for responding to all inbound customer inquiries, processing orders, and coordinating with internal departments to obtain and deliver information and product 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.

We proudly offer

• Generous benefit options (eligible first day of employment)

• Paid training, vacation and holidays (vacation accrual begins on first day of employment)

• Career advancement opportunities

• Education reimbursement

• 401k program

• Learning platform

• And more!

Responsibilities

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

• Process and confirm sales orders and proactively communicate delivery dates and changes to customers when needed

• Organize workflow between the different departments (Distribution, Material Management, etc.) to meet customer delivery deadlines

• Ensure order management compliance with respect to, but not limited to, State Licensing, DEA compliance, SOX Provide required documentation as needed (i.e. safety data sheets, certificates of analysis, proforma invoices, GMP certificates, etc.)

• Monitor open order reports and ensure that the delivery dates are accurate and aligned with the other functions (i.e. supply chain, logistic, sales, finance, etc.)

• Manage customer profile and delivery information in the CRM and ERP systems in order to have accurate information available for all the functions involved in the order to cash process

• Maintain and update customer accounts and contact information as well as relevant communications in the ERP and CRM systems

• Handle customer complaints and coordinate investigation, appropriate solutions and alternatives within the reasonable time limits. Follow-up until resolution and customer satisfied.

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

• Support continuous process improvements; recommend and implement methods to increase customer satisfaction and effectiveness

• Participate in self-development activities and training

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

Qualifications

• High School diploma

• 3+ years’ experience in sales or customer service

• 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

• Ability to communicate in a proactive and solution-focused manner, including keeping management aware of potential issues

• Must demonstrate judgment, tact and diplomacy in dealing with internal and external customers as well the ability to handle confidential and/or proprietary information

• Detail oriented with the ability to troubleshoot and resolve problems

• Experience with ERP (Oracle) and CRM (Salesforce) systems (preferred)

• Collaboration skills with ability to deliver difficult messages

Preferred

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

Pay Range: $61,000-$76,000/year

Education, experience, location and tenure may be considered along with internal equity when job offers are extended.

We do not accept unsolicited assistance from any headhunters or recruitment firms for any of our job openings. All resumes or profiles submitted by search firms to any employee at Curia, in any form without a valid, signed search agreement by an authorized signatory in place for the specific position, approved by Talent Acquisition, will be deemed the sole property of Curia. No fee will be paid in the event the candidate is hired by Curia because of the unsolicited referral.

All interested applicants must apply online. Please be aware of scammers. Curia will only send offer letters and requests for sensitive personal information from a curiaglobal.com email address. Curia 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. Curia is an E-Verify employer.

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