Job Description

Job Summary:

This role is responsible for working directly with external customers and personnel to ensure the timely delivery of custom reagents and services. Activities include but are not limited to: customer communications/coordination, assessment/feasibility of request, customer service, planning, material ordering and handling, and project management assignments. This role gathers customer requirements and specifications for make-to-order product configurations and pricing, to be used in creating quotes, and will act as the liaison between the customer and program/technical experts as needed. This role serves as one of the primary point of contact for customers throughout the ordering process. The Customs reagents team offers customized biotechnology products and services, and this position will require ongoing development of new skills to meet evolving business needs.

Job Responsibilities:

• Daily coordination of all customer-facing activities related to custom (make-to-order) reagent quotes and order management, including follow-up and resolution.
• Interacts with Marketing, Operations, Manufacturing, Technical Application/Product Support, Planning, Shipping, and other functional groups to drive the process from inquiry to order fulfillment.
• Work with the customer service department to ensure timely quote creation and order placement of customer orders and provide support to address questions/issues as they arise.
• Respond accurately and professionally to customer and internal personnel inquiries, providing pricing, availability, terms and conditions, and other product and order-related information.
• Review cost structures and prepare margin analysis as needed
• Identify repeat orders, and ensure consistency in order fulfillment. Manage and update forecasts based on customer inputs and ordering trends
• Update customers on order and shipment progress, alert them in advance regarding delivery delays
• Coordinate cross-plant planning of materials. Work closely with a planner to monitor in-process orders and ensure on-time delivery. Run and review/manage Open order Reports daily.
• Complies with all GMP, regulatory, and ISO guidelines including company policies and departmental procedures.
• Highly involved in production activities, and planning across all sites. Creation of production orders, as needed, and monitoring progress to ensure adherence to schedule. Also involves coordinating production activities cross-plants.
• Ensure capturing all customer inquiries in the system throughout the life of the order fulfillment. Responsible for updating customer records with relevant information needed for quote creation. This includes but is not limited to feasibility analysis and master data creation. Work closely with the Master Data Organization (MDO) and appropriate support functions to ensure quote creation within established metrics.
• Create and maintain custom materials and services in SAP. Work directly with the Master Data organization to create and maintain product structure -BOMs, routings, Quality Inspection Plans, list prices, listing and exclusions, and material master records. Also responsible for managing any requested changes in master data.
• Responsible for any SAP-related data for Contract Services. This includes the creation of service contracts and service orders. Responsible for confirming goods and hours as consumed by each project, as well as, ensuring proper invoicing.
• Responsible for monitoring and reporting metrics and reports for associated responsibilities: Time delivery metrics, lead time metrics, scrap reports, etc
• Responsible to troubleshooting production variances and working with Finance and the MDO to resolve these issues where appropriate
• Represent customs on various teams as needed (ie. S&OP, Core Teams, QA, Finance, etc)
• Creation and maintenance of custom specific Work Instructions and SOPs
• Maintain supplemental databases to track various aspects of the custom business.
• Participate, as needed, in the implementation of all system upgrades, ex: SAP, Filemaker, etc.

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