Customer Care Specialist - Fortis Life Sciences

The Opportunity

Fortis partners with diagnostics and life sciences companies to design, validate, and manufacture solutions to solve their complex development problems. Fortis’ tailored approach and end-to-end capabilities accelerate the work of its customers as they bring the next generation of medicines and diagnostics to market. Fortis serves a global customer base and has offices across the world including four R&D sites and three GMP and ISO 13485 compliant manufacturing facilities in North America.

As a Customer Care Specialist, you will be responsible for overseeing the entire order-to-delivery process, supporting both our sales team and our customers. This role involves managing the order fulfillment process, onboarding new clients, coordinating product selection and shipment with production and shipping teams, and collaborating with sales to generate customer quotes. Additionally, you will be tasked with maintaining customer information within our SAP ERP system.

What You Will Do

This role encompasses all aspects of order transaction and management, with a focus on streamlining operational processes.

• Provide exceptional support to customers via phone and email, assisting with order placements for products and services.
• Accurately validate and enter orders into the SAP ERP system, ensuring correct account coding and necessary approvals.
• Collaborate with Operations to track shipments from order entry through to delivery, ensuring timely and accurate fulfillment.
• Address and resolve customer inquiries by phone and email, including requests for pricing, product availability, shipment schedules, delivery status, billing inquiries, returns, and service-related issues.
• Assist purchasing agents in establishing and managing customer accounts.
• Oversee backorder processing to maintain order flow and customer satisfaction.
• Help maintain data accuracy within company systems and contribute to the development of departmental standards and best practices.
• Provide outstanding customer service to clients, vendors, and internal business partners.
• Consistently meet service quality standards for processing times and order accuracy.
• Perform additional tasks as assigned to support the team.

Who You Are & What You Bring

Education and Experience

• Bachelor’s degree preferred.
• 2+ years of experience in a customer service role is required.
• 1+ year of experience with ERP systems is required (SAP or MS D365 preferred).
• 1+ year of experience with QuickBooks is preferred.
• Experience with Sales Force is preferred.

Knowledge, Skills, and Abilities:

• Excellent telephone and written communication skills.
• Strong analytical, problem-solving, and listening abilities.
• Outstanding customer service and interpersonal skills, with a passion for assisting others and following up.
• Proficiency in Microsoft Office (Excel, Word, Outlook) and similar desktop applications.
• Sales support experience is preferred.
• Effective organizational and time management skills.
• High attention to detail and commitment to quality work.
• Self-motivated and 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.