Customer Care Specialist - Fortis Life Sciences

Position Summary

The Customer Care Specialist will own the order to delivery process in support of our sales team and our customers. This will include managing the order fulfillment process, onboarding new customers, coordinating the selection and shipment of product with production and shipping teams, coordinating efforts with sales to generate product quotes for customers, and managing customer information in our SAP ERP system. Must be detail-oriented, highly motivated thorough, engaging, team-oriented and willing to develop new processes where they do not exist.

What You Will Do

This job includes all aspects of order transaction and management, as well as a strong operations process focus.

• Assist customers by phone and email to place orders for products and services.
• Validate and enter orders in SAP ERP with appropriate account coding and approvals.
• Work with Operations to monitor shipments from order entry to delivery to ensure timely delivery.
• Resolve customer requests by phone and email including requests for pricing, questions about product availability, shipment schedules, delivery, billing inquiries, returns, and service.
• Assist customer purchasing agents in establishing accounts.
• Manage backorder processing.
• Assist in maintaining data integrity in company systems and in developing departmental standards and practices.
• Provide excellent customer care to customers, vendors, and internal business partners.
• Meet service quality standards of processing times and order accuracy.
• Perform other duties as assigned.

Who You Are & What You Bring

Educational & Experience

• Bachelor’s degree preferred.
• 2+years of experience in a customer service role required.
• 1+ years of experience with ERP systems required, SAP preferred.

Knowledge, Skills and Abilities:

• Excellent telephone and written communication skills.
• Strong analytical, problem solving and listening skills.
• Strong customer-service and interpersonal skills; enjoys assisting others and following up.
• Proficiency in Microsoft Office (Excel, Word, Outlook) and other similar desktop applications.
• CRM and ticketing systems experience a plus.
• Sales support experience preferred.
• Effective organizational and time management skills.
• Attention to detail and quality of work.
• Self-motivated; resourceful.

What We Offer

We have an incredibly talented group of intelligent, down-to-earth individuals who are committed to developing and manufacturing only the highest quality products. Our mission: “Pursuing a Healthier World by Creating Tomorrow’s Science Today” is complemented by our core values (EXCITE):

Excellence – We believe in solving for root cause. No shortcuts, no “band-aids”

Customer First – We prioritize the experience and outcomes of our customers above all.

Integrity – We are honest and accountable, holding ourselves to a high standard of ethical conduct.

Trust – We believe an engaged, empowered team begins with a foundation of trust. We trust our team members to make the right decisions and to be driven by and evaluated on results.

Entrepreneurship – We encourage smart risk taking. We value novel mistakes in the pursuit of innovation.

Fortis provides a competitive salary, success-sharing bonus plan, medical, dental, disability and life insurance, and a 401(k) plan. We are an equal opportunity employer. We evaluate qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, or any other protected characteristic. We are an E-Verify Employer in the United States.