Customer Svc Rep, Strategic Accounts

HireLifeScience; Santa Ana (CA); On-site; USD 72,000 - 93,000; Full time

Benefits offered by this job

Medical

Dental

Vision

Life Insurance

401k

Paid Time Off

Job summary

FUJIFILM Biosciences in Santa Ana, CA is seeking a Customer Service Representative, Strategic Accounts to manage end-to-end commercial operations for assigned accounts and develop strong relationships with internal and external customers.

You will coordinate with Sales, Marketing, Operations and Procurement to ensure custom orders flow smoothly, clarify requirements, and drive on-time delivery while maintaining high service levels.

Qualifications

• Bachelor's Degree in Business or related field; High School Diploma or equivalent and relevant experience may be substituted for a degree.
• 6-8 years of customer service and internal account management experience.
• Knowledge of general customer service procedures.
• Knowledge of computer skills (such as Word, Excel, Email, and PowerPoint).
• Experience using CRM.
• Understanding escalation paths and using sound judgement when advocating on behalf of the customer internally.
• Business acumen to achieve quarterly business targets.
• Ability to analyze data and determine trends.
• High degree of organizational skills (planning, coordinating, tracking) related to time-sensitive creation/production of products used in a technical environment.
• Strong cognitive/analytical and strategic thinking skills; confidence and assertiveness to render timely decisions around complex situations
• Creativity in overcoming obstacles and barriers to progress.
• Ability to speak, read, and write in English.
• Excellent verbal and written communication skills; effective presentation skills.

Responsibilities

• Acts as a Representative for the customer, supporting quotes, pricing and identifying and coordinating custom product requirements.
• End to end ownership of commercial operation for assigned accounts (from order receipt to arrival at customer)
• Excel at building relationships with both internal and external customers
• Proactive approach to account management; anticipating, identifying order issues/roadblocks and mitigating before customer impact (backlog analysis, pareto reports, quarterly impact)
• Vendor scorecard management
• Coordinate among various departments -- Sales, Marketing, Customer Service, Planning, Procurement, Manufacturing, QC, and QA -- to ensure that active custom orders are flowing through the process in a timely fashion.
• Collaborate with cross functional teams to assess technical and manufacturing feasibility of new custom products
• Works on issues of diverse scope where analysis of situation or data requires evaluation of a variety of factors, including an understanding of current business trends.
• Follows processes and operational policies in selecting methods and techniques for obtaining solutions, reports through established KPI's.
• Reporting routinely against objectives and in compliance with all Company SOP's
• Acts as advisor to manage and develop subordinate(s) to meet schedules and/or resolve problems. Develops and administers schedules, performance requirements; and budget responsibilities.
• Responsible to develop and improve SOPs as well as Training materials. Develop, promote and execute a sound customer service strategy to support corporate sales efforts.
• Develops and maintains training materials required for departmental operations.
• Participates in interviewing, selecting, and training customer service personnel.
• Approves appropriate credits and replacements within established guidelines.
• Assists in the promotion and launch of new or key products as identified by Marketing.
• Assesses order status and provide communication to other departments as required.
• Responds to questions and complaints regarding customer orders and delivered products.
• Analyzes and interprets current business practices to execute viable recommendations and resolutions for improvement. Such recommendations and plans need to be communicated clearly to organization for execution support.
• Manages the completion, organization, and maintenance of all required transactions, paperwork, reports, records, and documentation to meet compliance standards.
• Supports the expediting of shipping activity to ensure orders ship timely

Skills

Customer service

Account management

Communication

Analytical thinking

Planning

Team collaboration

Education

Bachelor's Degree in Business

High School Diploma or equivalent

Tools

CRM

Word

Excel

PowerPoint

Job description

Position Overview

Position Description

We are hiring a Customer Service Representative, Strategic Accounts. The Customer Service Representative, Strategic Accounts will develop and maintain efficient, organized and responsive customer service and assure current and potential customers receive the highest level of account management. This position will also organize, track, expedite and manage active off the shelf and custom products flowing from Customer Service through Operations and to the customer. They will be a key aspect of the role is initial clarification and confirmation of requirements [known as the CMA or Custom Media Agreement process].

Company Overview

At FUJIFILM Biosciences, we turn curiosity into breakthroughs that advance the field of life sciences. By offering a comprehensive portfolio of products and services in cell culture media, discovery research reagents, recombinant growth factors and proteins, fine chemicals, and critical assay materials, we partner with the brightest minds in biotech and pharma to tackle the world's biggest health challenges.

Imagine being part of a team that enables life-changing discoveries like new vaccines, therapies, and advancements in regenerative medicine. Our culture fosters curiosity, collaboration, and innovation, and we pride ourselves on delivering unparalleled quality and service to our partners. If you're ready to make an impact, your future belongs with us at FUJIFILM Biosciences.

Our headquarters in Santa Ana, California, is surrounded by world-class schools, lush parks, and scenic beaches like Laguna and Huntington, making it an ideal place to live, work, and explore. With additional campuses across the US, Europe, China, and Japan, we offer opportunities to make a difference worldwide.

Fujifilm is globally headquartered in Tokyo with over 70,000 employees across four key business segments of healthcare, electronics, business innovation, and imaging. We are guided and united by our Group Purpose of "giving our world more smiles." Visit: https://www.fujifilm.com/us/en/about/region/careers

Job Description

Responsibilities:

• Acts as a Representative for the customer, supporting quotes, pricing and identifying and coordinating custom product requirements.
• End to end ownership of commercial operation for assigned accounts (from order receipt to arrival at customer)
• Excel at building relationships with both internal and external customers
• Proactive approach to account management; anticipating, identifying order issues/roadblocks and mitigating before customer impact (backlog analysis, pareto reports, quarterly impact)
• Vendor scorecard management
• Coordinate among various departments -- Sales, Marketing, Customer Service, Planning, Procurement, Manufacturing, QC, and QA -- to ensure that active custom orders are flowing through the process in a timely fashion.
• Collaborate with cross functional teams to assess technical and manufacturing feasibility of new custom products
• Works on issues of diverse scope where analysis of situation or data requires evaluation of a variety of factors, including an understanding of current business trends.
• Follows processes and operational policies in selecting methods and techniques for obtaining solutions, reports through established KPI's.
• Reporting routinely against objectives and in compliance with all Company SOP's
• Acts as advisor to manage and develop subordinate(s) to meet schedules and/or resolve problems. Develops and administers schedules, performance requirements; and budget responsibilities.
• Responsible to develop and improve SOPs as well as Training materials. Develop, promote and execute a sound customer service strategy to support corporate sales efforts.
• Develops and maintains training materials required for departmental operations.
• Participates in interviewing, selecting, and training customer service personnel.
• Approves appropriate credits and replacements within established guidelines.
• Assists in the promotion and launch of new or key products as identified by Marketing.
• Assesses order status and provide communication to other departments as required.
• Responds to questions and complaints regarding customer orders and delivered products.
• Analyzes and interprets current business practices to execute viable recommendations and resolutions for improvement. Such recommendations and plans need to be communicated clearly to organization for execution support.
• Manages the completion, organization, and maintenance of all required transactions, paperwork, reports, records, and documentation to meet compliance standards.
• Supports the expediting of shipping activity to ensure orders ship timely

Required Skills/Education:

• Bachelor's Degree in Business or related field; High School Diploma or equivalent and relevant experience may be substituted for a degree
• 6-8 years of customer service and internal account management experience
• Knowledge of general customer service procedures
• Knowledge of computer skills (such as Word, Excel, Email, and PowerPoint.)
• Experience using CRM.
• Understanding escalation paths and using sound judgement when advocating on behalf of the customer internally
• Business acumen to achieve quarterly business targets
• Ability to analyze data and determine trends.
• High degree of organizational skills (planning, coordinating, tracking) related to time-sensitive creation/production of products used in a technical environment.
• Strong cognitive/analytical and strategic thinking skills; confidence and assertiveness to render timely decisions around complex situations
• Creativity in overcoming obstacles and barriers to progress.
• Ability to speak, read, and write in English.
• Excellent verbal and written communication skills; effective presentation skills.

Salary and Benefits:

• For California, the base salary range for this position is $71,627.75 - $92,991.30. Compensation for the successful candidate will depend on various factors (e.g., qualifications, education, prior experience, location, etc.).
• Medical, Dental, Vision
• Life Insurance
• 401k
• Paid Time Off

EEO Information

Fujifilm is committed to providing equal opportunities in hiring, promotion and advancement, compensation, benefits, and training regardless of nationality, age, gender, sexual orientation or gender identity, race, ethnicity, religion, political creed, ideology, national, or social origin, disability, veteran status, etc.

ADA Information

If you require reasonable accommodation in completing this application, interviewing, completing any pre-employment testing, or otherwise participating in the employee selection process, please direct your inquiries to our HR Department ([e-mail]).