[Hiring] Specialist, Special Business Support @The businesses of Merck KGaA, Darmstadt, Germany

Role Description

At MilliporeSigma, the Special Business Support Specialist is the primary point of contact for customized order processing for our Special Business Customers. The emphasis of this role is on identifying and removing supply chain barriers from batch allocation through shipment. This is a remote position.

• Support varied order entry and order management activities for Serum, Bulk & Custom materials, Batch Reservations, and other unique businesses within Life Sciences.
• Communicate customer requirements via accurate order entry, date management, and specification review.
• Provide proactive communication on the status of orders by monitoring from entry through shipment, with support from Order Management and Planning, to ensure on time delivery and customer satisfaction.
• Support customers by proactively reducing the frequency of complaints through effective preventative actions, customized order processing, and order management techniques to drive strong business relationships and ensure business and customer retention.
• Confirm customer packaging configurations, and customer specifications using change control data to ensure customer expectations are met.
• Offer alternate products and configurations when the requested product is not available.
• Develop solutions for customer inquiries, and problem-solve to meet or exceed customer expectations.
• Identify root cause and corrective actions to minimize customer impact.
• Investigate and resolve inquiries with the appropriate functional areas.

Qualifications

• High School Diploma or GED.
• 2+ years of customer service experience.
• 1+ years of SAP systems and Salesforce.

Requirements

• Associate degree (preferred).
• Knowledge of Oracle and MS Teams.
• Customer service experience in the Life Science industry.
• Ability to create spreadsheets, formulas and charts in Microsoft Excel.
• Process improvement skills.
• Experience in Customer Service, Quality Control, Packaging, Inventory planning or Manufacturing processes, Shipping (domestic and international), and Accounting (basic principles of cost, profits, and margins for business).
• Ability to interpret customer requirements and communicate effectively across diverse workgroups.
• Ability to develop a strong working relationship with key customers and sales team members.
• Professional communication skills.
• Ability to multi-task and prioritize job duties and responsibilities.
• Experience working in a fast-paced environment and an ability to adapt to changing processes/systems.
• Excellent organizational skills with the ability to manage and track multiple activities.
• Detail-oriented with strong analytical skills.

Benefits

• Health, vision, and dental coverage.
• Life insurance.
• Disability.
• A Defined Contribution Pension Plan program.
• Paid time off.
• Paid holidays.
• Short-term or long-term incentive compensation, including cash bonuses.