Grifols Shared Services North America, Inc Customer Service Representative in Memphis, Tennessee
Do you want to join an international team working to improve the future of healthcare? Do you want to improve the lives of millions of people? Grifols is a global healthcare company which, since its foundation in Barcelona in 1909, has been working to improve the health and well-being of people all over the world. Our four divisions - Bioscience, Diagnostic, Hospital and Bio Supplies - develop, produce and market innovative medicines, solutions and services in more than 100 countries and regions.
This position is responsible for receiving and entering customer orders and meeting the customers’ requirements for each specific order, including quantity, quality, and on-time delivery.
ESSENTIAL JOB FUNCTIONS :
Performs day-to-day customer order entry into the Customer Order System from email and phone orders in a timely manner.
Handles customer requests with speed, accuracy, professionalism, and politeness.
Answers customer inquiries regarding current and future orders.
Informs Whole Blood centers of daily collection and specialty draw assignments.
Creates invoices for each day’s shipments.
Finalizes the previous day’s invoices.
Generates the appropriate Certificate of Analysis for each customer shipment.
Calculates and records daily sales totals and donor totals.
Informs customers of any shortages with their orders or reschedules orders.
Responsible for product knowledge, content of customer specifications, and adhering to company policies.
Understands processes of Whole Blood and Processing and Manufacturing business units, quality requirements, and adheres to Standard Operating Procedures.
Reviews, investigates, and resolves customer complaints / issues and escalates issues to Sr. Customer Service Manager as necessary.
Calculates monthly sales totals and donor numbers.
Tracks the top 10 customers by sales for the month.
Places monthly blood bag orders for Whole Blood centers.
Manages Processing and Manufacturing supplies and product inventory needed to fill orders.
OTHER JOB DUTIES :
Generates price quotations per customer’s request.
Discards outdated blood products, as needed.
Assists with sign-off for quarantined products.
Assists with daily shipment release.
Interacts internally with Processing and Manufacturing staff, Interstate Centers, Bio Supplies personnel, and Corporate staff.
Interacts externally with customers.
Performs all other duties as required / assigned.
QUALIFICATIONS / EXPERIENCE :
High school diploma or equivalent, required.
One year of college, technical school, or Associate’s degree preferred.
Must have excellent interpersonal and communication skills.
Explicit attention to detail is required.
Must have excellent analytical skills, organizational skills and follow-up.
Experience in an FDA-regulated industry preferred.
Must have excellent problem-solving skills and ability to analyze situations in a timely manner.
Must have ability to organize and prioritize work assignments.
Must have ability to handle multiple priorities in a fast-paced environment.
Must have ability to participate in multi-functional teams
Must have ability to establish and maintain effective working relationships within Interstate Blood Bank, Inc. and provide excellent customer service.
Must have ability to communicate courteously with customers by phone, email, letter and face-to-face
Proficiency with computers.
Typical work environment with moderate noise level.
Ability to sit, stand, walk, stoop or crouch, hand/wrist use, talk, see, and hear for extended periods of time, examples include, but are not limited to:
Reaching - Receives softgoods and supplies, files
Climbing- Receives softgoods and supplies, files
Bending/Stooping/Lifting - Receives softgoods and supplies, lifts boxes
Standing - Receives softgoods and supplies, files
Walking - Performs various functions during routine job duties
Hand/Wrist Use - Types on computer, writes reports, completes records
Observing/Seeing color - Reviews customer orders, reviews records, reviews documents
Hearing/Listening - Center activity, hears phone, hears email alerts, listening to customers’ order requirements, listening and understanding customer complaints
Talking/Communicating - Sends and receives phone calls and emails to and from customers and to
Plasma and Whole Blood center personnel
Sitting - Entering customer orders, reviews records
Time Management - Responds to customers, coordinates center collections, reviews orders, manages the amount of time needed for tasks, reviews records within the specified time frame
Focusing - Concentrates on the task at hand, minimizes distractions
Reading - Reads and comprehends SOPs, instructions, orders, forms, labels, company policies, customer specifications
Typical work environment with moderate noise level.
Ability to work with toxic or caustic chemicals 10-20 % of the time.
Ability to read and understand documents, such as safety rules, procedure manuals, technical manuals, and correspondence.
Ability to write short correspondence and reports.
Ability to effectively present information and respond to questions from regional managers, employees, suppliers, external customers, and Corporate personnel.
Ability to add, subtract, multiply and divide. Ability to perform mathematical operations using units of US dollars, weight measurement, volume, and distance.
Ability to read a calendar, an analog clock, and use a calculator.
Ability to apply common sense understanding to apply instructions given in written, oral, or diagram form.
Ability to deal with problems involving a few variables in routine situations.
Ability to use a spreadsheet and an Access Database.
Ability to lift up to 50 lbs.
Travel is negligible.
Daily attendance is required.
Learn more about Grifols
Req ID: 189448
Type: Regular Full-Time
Job Category: Customer Service