Company:

MVE Biological Solutions (“MVE”) is a major supplier to the life sciences industry of cryogenic solutions, providing freezers, dewars, related ancillary equipment and services used in the storage and transport of life sciences commodities, which include cell and gene therapies. MVE is headquartered in Ball Ground, Georgia with plants in Ball Ground, Georgia, New Prague, Minnesota and Chengdu, China. We have over 226 dedicated employees and MVE serves over 300 customers.

Position Summary:

This position is responsible for acting as a liaison between customers and MVE. Provide superior support and service to external and internal customers through accurate processing of orders, responding to product and service inquiries, requests and/or problems through comprehensive information gathering, excellent communication skills and inter-departmental relationships.

Responsibilities include, but are not limited to:

· Communicate by voice calls and emails with our distributors and customers to provide information, general support and assist in resolving issues.

· Initiate and process customer orders with the JD Edwards Enterprise Resource Planning (ERP) system

· Coordinate with planning, logistics and other internal departments to provide accurate order confirmations.

· Verify inventory levels to determine when items are available for shipping.

· Work with planning and scheduling to meet customer’s delivery expectations.

· Review open order report daily.

· Complete and/or gather customer account documentation as required.

· Enter any customer or product related complaints in JD Edwards.

· Create and issue RMAs for products issues including returns, repairs and/or service.

· Investigate and resolve billing issues using credit and debit memos.

· Manage changes in policies as they pertain to customers.

· Contribute to team efforts by accomplishing related tasks as needed.

· Meet performance and development goals as assigned.

· Keep records of all communications.

· Attend educational training sessions to improve knowledge and performance level.

· Other duties and responsibilities as assigned by management.

Company:

MVE Biological Solutions (“MVE”) is a major supplier to the life sciences industry of cryogenic solutions, providing freezers, dewars, related ancillary equipment and services used in the storage and transport of life sciences commodities, which include cell and gene therapies. MVE is headquartered in Ball Ground, Georgia with plants in Ball Ground, Georgia, New Prague, Minnesota and Chengdu, China. We have over 226 dedicated employees and MVE serves over 300 customers.

Position Summary:

This position is responsible for acting as a liaison between customers and MVE. Provide superior support and service to external and internal customers through accurate processing of orders, responding to product and service inquiries, requests and/or problems through comprehensive information gathering, excellent communication skills and inter-departmental relationships.

Responsibilities include, but are not limited to:

· Communicate by voice calls and emails with our distributors and customers to provide information, general support and assist in resolving issues.

· Initiate and process customer orders with the JD Edwards Enterprise Resource Planning (ERP) system

· Coordinate with planning, logistics and other internal departments to provide accurate order confirmations.

· Verify inventory levels to determine when items are available for shipping.

· Work with planning and scheduling to meet customer’s delivery expectations.

· Review open order report daily.

· Complete and/or gather customer account documentation as required.

· Enter any customer or product related complaints in JD Edwards.

· Create and issue RMAs for products issues including returns, repairs and/or service.

· Investigate and resolve billing issues using credit and debit memos.

· Manage changes in policies as they pertain to customers.

· Contribute to team efforts by accomplishing related tasks as needed.

· Meet performance and development goals as assigned.

· Keep records of all communications.

· Attend educational training sessions to improve knowledge and performance level.

· Other duties and responsibilities as assigned by management.

Competencies:

· Organizational and prioritization skills with an excellent attention to detail.

· Must be exceedingly customer focused. Providing the best customer experience promotes loyalty in return.

· Must be a team player capable of assisting in non job-related specific processes and activities as required.

· Must have an understanding Logistics/Operations and impact of fulfilling customer orders.

· Must have high level of interpersonal skills with strong problem-solving skills.

• Must have technical capacity to quickly understand needs of the customer.

· Must have demonstrated oral and written communication skills.

· Must have demonstrated ability to handle multiple tasks simultaneously in a fast-paced environment.

· Able to understand and comply with established company policies and procedures.

· Desire to own decision and take responsibility for outcomes.

· Must have strong self-motivation and the ability to work independently within specific time constraints and be a team player.

· Must have excellent documentation skills.

· Ability to maintain the required confidentiality.

· Must exhibit patience when dealing with problems and complaints.

· Possess the willingness to continually embrace personal and professional development.

Education Requirements:

· High School Diploma or equivalent

· Some college or CPE certifications are preferred

Qualifications Requirements:

· Minimum of 5 years of experience working in a customer service-related position in a fast-paced environment such as phone support, B2B sales, banking or hospitality industry.

· Demonstrated knowledge of shipping terms.

· Must be proficient with MS Windows applications: Excel, Word and Outlook.

· Demonstrated experience with ERP order management systems; JD Edwards experience strongly preferred.

· Communication Skills:

o Active listening

o Pleasant speaking voice

o Proficient typing, spelling and grammar

o Friendly yet professional manner

Personal Attributes:

· Passion and alignment with MVE’s mission, vision, values & operating principles.

· Passion for working in a values-based company in alignment with a learning organization.

· A change agent and strong collaborator who is not afraid of challenging status quo.

· An individual who brings strong core values, quality, ethics, and integrity.

· A collaborative team player who embraces and champions the culture.

· Strong work ethic and ability to deliver results and meet commitments in a dynamic environment.

· Exceptional and dynamic communications skills with the ability to inspire and influence people at all levels, build consensus and commitment, and effectively drive change throughout the organization at a rate that fits the corporate culture.

· Exceptional organizational and planning skills, strong analytical abilities, and process orientation.

Preferred Skills:

· Previous international customer service experience including export compliance, documentation or logistics a plus

· Experience with ERP system; JDE or SAP preferred

Job Type: Full-time

Pay: $45,000.00 – $60,000.00 per year

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Employee assistance program
• Flexible spending account
• Health insurance
• Life insurance
• Paid time off
• Tuition reimbursement
• Vision insurance

Schedule:

• 8 hour shift
• Day shift
• Monday to Friday

Supplemental Pay:

• Bonus pay

Education:

• High school or equivalent (Preferred)

Experience:

• Customer Service: 1 year (Preferred)

Work Location: One location

Hiring Insights

Hiring 1 candidate for this role

Job activity

Employer reviewed job 6 days ago

Posted 30+ days ago