Customer Service and Logistics Coordinator
Job Description SummaryThe Customer Service and Logistics Coordinator will work as part of the Customer Service Cells team that is responsible for receiving and processing primary and cultured cell orders, coordinating fresh and frozen cell shipments, answering phones, and providing prompt responses to customer concerns while delivering exceptional customer service. This position requires the management of complex primary and cultured cell orders.
Duties and Responsibilities
Process fresh cell and frozen cell orders into the ERP system accurately.
Create purchase orders and perform goods receipts for fresh cell orders into the ERP system accurately.
Accurately schedule fresh and frozen cell shipments according to customer’s requirements and supplier availability and effectively communicate scheduling or changes to customers.
Respond to other customer inquiries in a timely and professional manner to provide effective solutions and resolutions.
Collaborate cross departmentally with Business Operations, Sales, Quality Assurance and Distribution.
Communicate effectively with external stakeholders involved in the fulfillment of fresh cell orders, which include suppliers and couriers.
Troubleshoot and provide solutions to complex problems that may arise.
Responsible for management of complex processes which include: Order Modifications, Replacements and RMAs and Customer Hold inventory.
Actively identify potential opportunities to improve departmental processes using Continuous Improvement principles and guidance.
Mentor new employees on policies, procedures, processes and tools, as required.
Facilitate product complaints and replacements as directed by the Product and Scientific Support team.
Collaborate with Finance to follow up with customers on any collection, invoice or credit card issues. Ensure all credit card transactions are collected accurately.
Spearhead communication with peers to complete daily work and tasks.
Other duties as required.
Bachelor-level education, BSc preferred.
2 to 3 years of experience in a customer service environment or order processing.
Strong understanding of internal systems (ERP, CRM, etc.) and transactional implications.
Sufficient knowledge of products and/or customer service to follow company guidelines with minimal supervision.
Flexibility to work different shifts.
Competency in Google Suite and/or Excel required.
Exceptional verbal and written communication skills.
Ability to multi-task in a fast-paced environment.
Fluency in English required. Ability to speak multiple languages, such as Mandarin, is an asset.
STEMCELL Technologies Inc. is a privately-owned biotechnology company based in Vancouver that helps power leading-edge life science research around the world. Scientists performing stem cell, immunology, cancer, regenerative medicine and cellular therapy research are among those who rely on our cell culture media, cell separation products, instruments, ancillary reagents and contract assay services. We create novel, useful, standardized products of unfailing quality and deliver them to more than 70 countries via our many regional offices plus distribution centres in Vancouver, Seattle, Grenoble and Singapore. Driven by our love of science and our passion for quality, we see ourselves simply as “Scientists Helping Scientists” – standing by our customers to provide outstanding products, technical support and training. We have over 1000 science-oriented employees globally, including 250 PhDs/MScs, with most others holding a BSc or engineering degree. STEMCELL is proud to be the largest Biotechnology employer in Canada.
This is an opportunity to work with highly motivated colleagues in a science-oriented, creative and dynamic environment. We offer a competitive salary, excellent benefits and significant career development opportunities.
To apply please select the apply button. You will then be directed to a login screen asking you to set up an account. You must set up an account in order to apply.
Create an account by selecting the create account button. You will then be asked for your email and to create a password. Your Password must be eight characters long, contain at least one special character, one capital letter, and a number.Once you have created your password you will be asked to upload your resume. Uploading your resume will provide the ability to auto-populate your application with information from your resume. If you prefer to manually complete all of the fields in the application you can do this by clicking next. You can upload your cover letter as an attachment in the attachments screen. Thank you for your interest in STEMCELL!