Firmenich

Customer Service Specialist

Location: Exton, PA (USA)

Onsite (Monday - Friday 8:00AM-5PM)

As a Customer Service Specialist, your role is a critical component of both the PTO (Prospect to order) & OTC (Order to cash) processes. You will be responsible for managing and responding to internal and external customer inquiries related to sample requests, product pricing, availability, and delivery, in addition to the escalation of non-typical order issues to Sales/Management and advising the customer accordingly. dsm-firmenich Biomedical is the world’s unrivaled biomaterials expert and committed partner in driving sustainable innovation in healthcare.

At dsm-firmenich, being a force for good is not optional. Diversity, Equity & Inclusion is a shared responsibility woven into our daily work, benefiting to our People, Customers & Communities and driving business value. Equal access to opportunities is a given, belonging is a shared feeling, authenticity is celebrated.

Responsibilities:

• Respond to and expedite customer correspondence including, but not limited to pricing and billing errors, credits, and returns while providing the highest level of customer service.
• Manage all product sample requests from customers and interact with Sales Staff and the R&D department to ensure that correct product samples are sent to customers. Responsible for placing all sample orders in ERP system.
• Work with Supply Chain and Commercial Management to achieve accurate and timely delivery commitments.
• Responsible for maintaining product sample inventory (cast film, tubing, plaques, dog bones, rods).
• Coordinate R&D quotes in ERP systems , “Quotes and Estimates” module for Sales Staff in collaboration with appropriate R&D personnel, and in accordance with SOP’s.
• Participate in special projects to support personal, departmental, and corporate goals.
• Service as back up to CS team member(s). Adhere to dsm-firmenich Quality System procedures and procedures and the ISO 9001and/or 13485 standards.

We bring:

• Paid holidays,18 days PTO + 2 floating holidays.
• Full healthcare benefits day one - medical, dental, eye, and life insurance.
• 401K with generous company match.
• A rich history and a promising future of bold scientific innovation and passionate creation with our customers.
• A space to grow by encouraging and supporting curiosity and an open mindset.
• A culture that prioritizes safety and well-being, both physically and mentally.
• The opportunity to work for a company where sustainability is much more than a claim and is core to our strategy and purpose.
• A flexible work environment that empowers people to take accountability for their work and own the outcome.
• Barrier-free communities within our organization where every employee is equally valued and respected – regardless of their background, beliefs, or identity.

You bring:

• Bachelor’s Degree in Business and/or equivalent work experience in required field, education in sciences highly desired.
• 3-5 years’ experience in a customer service role within a Sales and Marketing department in a manufacturing environment using SAP.
• Strong verbal, analytical, and written communication skills.
• Ability to identify and resolve problems in a timely manner and ability to manage multiple priorities.
• Punctual self-starter, dependable and detail oriented.
• Previous experience working with an enterprise-wide integrated system.

dsm-firmenich is fully dedicated to inclusion because when people feel engaged and empowered, their creativity and innovation drives unprecedented progress. We aim to build a workplace where opportunity really is equal, so everyone can thrive. We do not discriminate: there’s a place for everyone at dsm-firmenich.

As a committed equal opportunity employer, we ensure our recruitment practices are inclusive and fair. We encourage the recruitment of a diverse workforce, representative of the communities in which we work, by using inclusive language, diverse interview panels, and diversified sourcing strategies. Selection is based on qualifications, competency, experience, performance history and fit with the team to advance fair and equitable opportunity.

Employment decisions are based upon job-related reasons regardless of an applicant's race, color, ethnicity, national origin, religion, gender, gender identity or expression, sexual orientation, age, disability, backgrounds, genetic information, protected veteran status, or any other status protected by law.

We are committed to providing reasonable support for disabled applicants in our recruiting process. Should you need assistance, and are comfortable to share this, please let us know.

About dsm-firmenich:

As innovators in nutrition, health, and beauty, dsm-firmenich reinvents, manufactures, and combines vital nutrients, flavors, and fragrances for the world’s growing population to thrive. With our comprehensive range of solutions, with natural and renewable ingredients and renowned science and technology capabilities, we work to create what is essential for life, desirable for consumers, and more sustainable for the planet. dsm-firmenich is a Swiss Dutch company, listed on the Euronext Amsterdam, with operations in almost 60 countries and revenues of more than €12 billion. With a diverse, worldwide team of nearly 30,000 employees, we bring progress to life every day, everywhere, for billions of people.

Please note this is a direct search led by dsm-firmenich. We only accept applications from candidates, not from agencies nor subject to the agency’s fees, percentages or similar.