Custom Reagent Solutions Coordinator

3 weeks ago

San Diego, California, United States MILLENNIUMSOFT Full time
Job Summary:

This role is responsible for working directly with external customers and client personnel to ensure the timely delivery of custom reagents and services.

Activities include but are not limited to: customer communications/coordination, assessment/feasibility of request, customer service, planning, and material ordering and handling, and project management assignments.

This role gathers customer requirements and specifications for make-to-order product configurations and pricing, to be used in creating quotes and will act as the liaison between the customer and program/technical experts as needed.

This role serves as one of the primary points of contact for customers throughout the ordering process.

Custom reagents team offers customized biotechnology products and services, and this position will require ongoing development of new skills, to meet evolving business needs.

Must be able to work independently with minimal supervision and be capable of suggesting process improvements to ensure internal efficiencies are realized and maintain a high level of customer satisfaction.

Additional projects may be assigned which are relatively complex in nature where sound judgment and product specific knowledge is required.

Duties and Responsibilities:

Daily coordination of all customer-facing activities related to instruments and/or custom (make-to-order) reagent quote and order management, including follow-up and resolution.

Communicate with external customers via phone, fax, and email. Interact directly with intercompany/international client offices to support regional customers.

Interacts with Marketing, Operations, Manufacturing, Technical Application/Product Support, Planning, Shipping and other functional groups to drive the process from inquiry to order fulfillment.

Work with custom service department to ensure timely quote creation and order placement of customer orders and provide support to address question/issues as they arise.

Respond accurately and professionally to the customer and internal client personnel inquiries, providing pricing, availability, terms and conditions, and other product and order related information.

Responsible for supporting business and legal terms and conditions. Identifies and communicates business risks.

Reviews cost structures and prepares margin analysis as needed

Identify repeat orders, ensure consistency in order filament. Manage and update forecasts based on customer inputs and ordering trends

Assist in marketing activities

Update customers on order and shipment progress, alert in advance regarding delivery delays

Coordinate cross-plant planning of materials. Work closely with planner to monitor in-process orders and ensure on-time delivery.

Run and review/manage Open Order Report daily.

Provide analytics, determine cause and possible corrective measures.

Complies with all GMP, regulatory and ISO guidelines including company policies and departmental procedures.

Highly involved in production activities, planning across all sites. Creation of production orders, as needed, and monitoring progress to ensure adherence to schedule. Also involves coordinating production activities cross-plants.

Ensure capturing all customer inquiries in client system through the life of the order fulfillment.

Responsible for updating customer record with relevant information needed for quote creation.

This includes but not limited to feasibility analysis and master data creation.

Work closely with the Master Data Organization (MDO) and appropriate support functions to ensure quote creation within established metrics.

Create and maintain custom materials and services in SAP.

Work directly with the Master Data organization to create and maintain product structure - BOMs, routings, Quality Inspection Plans, list prices, listing and exclusions and material master records.

Also responsible for managing any requested changes in master data.

Responsible for any SAP related data for Contract Services. This includes creation of service contracts and service orders.

Responsible for confirming goods and hours as consumed by each project, as well as, ensuring proper invoicing.

Project Management:

To be able to take on and manage projects as needed and as they relate to current job responsibilities or to implement lean manufacturing.

Responsible for monitoring and reporting metrics and reports for associated responsibilities: On-time delivery metrics, lead time metrics, scrap reports, etc

Responsible to trouble shooting production variances and working with Finance and the MDO to resolve these issues where appropriate

Represent custom on various teams as needed (i.e. S&OP, Core Teams, QA, Finance, etc)

Creation and maintenance of custom specific Work Instructions and SOPs

Maintain supplemental databases to track various aspects of the custom business.

Schedule and organize meetings, maintain agenda, record meeting minutes and track action items to completion

Proactively review processes and recommend changes and improvements

Keep stakeholders informed on the status of work completion relative to scheduled deadlines.

Brings regulatory compliance questions/issues to the attention of management when necessary

Performs other related duties and assignments as required.

Participate, as needed, in implementation of all system upgrades, ex: SAP, Filemaker, etc.

Promote a safe work environment. Follows client Environmental, Health and Safety (EH&S) policies and procedures. Takes responsibility for safety in immediate work area. Participates in EH&S programs. Notified supervisor of all observed hazardous conditions or unsafe work practices.

Requirements:

A Bachelor's degree is required. A degree in the life sciences is preferred.

Minimum 2 to 4 years' experience in a biotechnology or manufacturing environment required.

Customer-facing background required.

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