At Miltenyi Biotec, 3,000 employees worldwide develop pioneering solutions for biomedical science and the clinical application of cell therapies. Our multidisciplinary team combines excellence in research with the development of innovative products for the treatment of serious diseases.

Customer Service Associate

Auburn, CA

Your Tasks:

As a member of the Miltenyi Biotec team, you will help ensure that the Sales Order process runs efficiently for our biotechnology organization headquartered in Gaithersburg, MD. You will be a competent point of contact for both customers and sales representatives regarding all of their account-related questions and concerns. As a result of your ability to expertly use your skills to process quotes and orders, while simultaneously maintaining customer account records and processing data in an ERP system, you will support the continued success of Miltenyi Biotec as a whole.

Among other responsibilities, you will:

• Answer daily customer correspondence via various channels, including telephone and email. Re-direct received correspondence to others as necessary.
• Assist customers daily with the full order cycle, from order entry into the ERP system to fulfilment.
• Provide order assistance and product information, including pricing and availability.
• Interact and work closely with other team members or departments, locally and globally, to coordinate the movement of products and shipments.
• Identify and communicate customer voices that impact our ability to deliver an enhanced customer experience.
• Process orders for frozen products and research non equipment.
• Process credit card orders to authorize funds in either US or Canadian currency.
• Retrieve and process orders received via customer specific sites or other portals.
• Manage order related freight carrier exception notifications.
• Receive general purchase orders and review for accuracy and completeness. Identify discrepancies and resolve or escalate issue as needed and update sales order notes.
• Review and accurately apply freight, sales tax, IncoTerms, discounts, lead time, and adjust inventory locations.
• Confirm and provide order and back order confirmations.
• Generate and review various ‘Open Order Reports’ daily. Research and follow up daily on orders held within ERP/SAP for sample and regular orders.
• Handle W-9 requests.
• Maintain updated knowledge of company processes, products and services to provide adequate information to customers.

Requirements:

• Associate’s Degree or a degree in progress and 0-2 years’ experience in a customer service environment, processing orders and maintaining accounts; or equivalent combination of education and experience.
• Outstanding customer service skills and communicate well with external and internal partners.
• Proficient in the MS Office programs and have excellent typing accuracy and basic accounting understanding.
• Experience working with an ERP system (SAP/CRM preferred).
• Please note that this position may require vaccination against COVID-19, unless individual is entitled to reasonable accommodation under applicable law.

Physical Demands:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee is regularly required to walk; use hands to finger, handle, or feel; reach with hands and arms and talk or hear. The employee is required to stand; climb or balance and stoop, kneel, crouch, or crawl. The employee must occasionally lift and/or move up to 25 pounds. Specific vision abilities required by this job include close vision, color vision, peripheral vision, depth perception and ability to adjust focus. Must have ability to handle more than one task at a time and must work at a rapid pace while maintaining attention to detail.

Work Environment:

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. This job is performed in an office environment with little to no exposure to extreme hot or cold temperatures.

Miltenyi Biotec is a company that is transforming and progressing. Our culture is one of bold scientific innovation. Join a fresh and collaborative working environment that encourages contribution, innovation, and growth.

Progress prospers with inspiration and curiosity. For 30 years Miltenyi Biotec has been developing products and services that are used in basic research, translational research and cell therapy. Today we are a team of more than 3,000 scientists, physicians, engineers, marketers and numerous other specialists. At Miltenyi Biotec, innovative ideas are being turned into cutting edge products. Together, we are passionate about driving biomedical progress towards curing severe diseases.

The anticipated base salary range has been established at $38,744-$59,616/year. The salary of the finalist(s) selected for this role will be set based on a variety of factors, including but not limited to, internal equity, experience, education, specialization, skills, abilities, and training. The above salary range represents the Company’s good faith and reasonable estimate of the range of possible compensation at the time of posting. In addition to your salary, the Company offers a comprehensive benefits package including health, vision, and dental insurance, plus a 401(k) plan. All benefits are subject to eligibility requirements. Certain positions are eligible for additional forms of compensation such as bonuses or commissions.

Miltenyi Biotec North America is an EO Employer – M/F/Veteran/Disability/Sexual Orientation/Gender Identity

Education

• High School or better in Accounting

Skills

• Typing