Customer Service Representative, Manufacturing, Life Sciences

Customer Service Representative

If you want to reshape the world and discover your greatest potential, Saint-Gobain provides one-of-a-kind opportunities for innovative problem solvers. We're one of only two companies in the world that is consistently recognized as both a top Global Employer and a Top 100 Global Innovator, but Saint-Gobain's remarkable story and culture of innovation begins with a team of nearly 200,000 creative, diverse and passionate team members collaborating across the globe. We are committed to our mission to improve lives because, every day, we witness the enormous impact of our efforts on the world around us.

The Customer Service Representative (CSR) role serves as a critical partner between global BPS customers and the supporting departments at various Life Sciences sites, as well as external customers, with national responsibility regardless of the manufacturing site. This position will be the point of contact for order management, change control communication, pricing, quotations, part builds, quality complaints, scheduling, credit issues, and shipping. The CSR works closely with internal departments across different sites and time zones.

This role requires agility and the ability to investigate key internal and external customer requirements, drive resolutions, and respond swiftly with accurate and timely solutions to meet customer needs. The CSR must use their judgment to determine the best way to communicate information to customers, considering the complexity of the information, the customers' learning styles, preferences, and best practices on behalf of Saint-Gobain. Anticipating customer needs and offering innovative solutions is essential. To achieve this, the CSR must review all documentation, drawings, emails, or solutions to ensure they meet the customers' original requests without creating additional actions, questions, or unresolved needs. Empathy drives this role, as the CSR analyzes all document content to ensure understanding and seeks clarity when needed before distributing information to customers. Additionally, the CSR proactively prepares answers to potential questions before the initial communication contact.

Education : High School Diploma, required - Bachelor's Degree, preferred

Experience : 1-3 years customer service, manufacturing environment, required

Strong communication skills, proficient in Microsoft Office Suite, ability to read and understand blueprints and drawings, customer relationship management software experience, Enterprise Resource Planning software (QAD a plus), ability to work in a fast paced, team environment.

The CSR needs to work effectively as part of a multi-functional team involving sales, engineering / R&D, operations, customer service, technical services, marketing, quality, validation, legal, logistics, purchasing, supply chain, etc. Critical ability to be agile, and to investigate key internal / external customer requirements, and respond quickly with solutions. This role is expected to understand the documentation content, anticipate customer inquiries, and ensure documentation addresses customer needs.

Customer Management : This individual collaborates with Purchasing, Supply Chain, Focus Factory Leads, Marketing, Regulatory, Quality, and Logistics to support multiple sites. They gather, evaluate, and determine options to address customer inquiries across various locations. The individual is responsible for facilitating communication between customers and internal departments to ensure timely turnaround for new part introductions, change control communications, quality complaints, credit issues, quotes, and more. This role includes obtaining credit information when establishing new accounts and interfacing regularly with the credit department regarding specific account inquiries. They provide accurate and timely information to satisfy customer needs and must examine any documentation, email, or solution provided to ensure it meets the customers' original requests without creating further actions, questions, or unresolved needs.

Order Management : This role requires close collaboration with internal departments to find solutions that balance customer needs with business requirements. This includes addressing order anomalies, increases, decreases, push outs, cancellations, expedites, escalations, and fulfillment. The individual is responsible for managing proactive communication of all order management activities for assigned BPS customers. Additionally, this role involves working with manufacturing sites to ensure a best-in-class customer experience. It also includes partnering with the customer supply chain to identify and report unusual order pattern changes to the CSM. Communicating pricing changes to customers is another key responsibility.

Data Entry : Handling the processing of sales orders, prototypes, engineering fees, validation samples, credits, and any modifications within the ERP system, CRM, and additional site-specific portals. This role is responsible for accurately entering customer purchase orders within one business day of receipt for a specific subset of customers. This includes confirming terms and conditions per sales order, creating the sales order, and acknowledging the sales order to the customer.

Change Management : Partners with the Customer Service Manager, project leads and customers to ensure all required change management documentation is provided on time without compromise to document quality and in a digitally friendly manner. This role is responsible for reviewing any submitted documents for accuracy, identifying targeted customers and internal partners, issuing the notification with any additional required documents mentioned, validating document delivery. This role is also responsible for maintaining an accurate and complete list of customers, contact email address and list of persons informed of the change.

Quote & Part Build Support : Facilitates the communication between customer and Customer Development Group to ensure timely response on all RFQs and Part Build requests. Proactively prompts partners and self to meet deadlines and provide customer advance notice for parts still at risk.

Saint-Gobain's innovations touch almost every major industry around the world. Within its Life Sciences division, teams are solving critical problems for customers who are getting life-saving medical devices to the frontlines of healthcare, discovering essential medications, and nourishing and connecting the world through consumer, industrial and electronics applications. As one of the world's leading producers of high-performance polymer products, we improve lives by making simple experiences better and being there in life's critical moments. Our team members recognize that we all create the environment for people to succeed, with a culture built on respect, open and honest communication, and honoring our commitments to our customers and each other. And at the heart of our culture, we've learned working together makes good ideas, great ones. With a legacy dating back more than 350 years, Saint-Gobain offers employees the stability and security of a leading Global 500 corporation while operating like multiple small and agile start-ups, where entrepreneurial spirit, pioneering teamwork, and bold, forward-thinking ideas pave new paths. Every team member is encouraged to develop and leverage their unique expertise and strengths to make the greatest impact on the company and our end users. At Saint-Gobain, you're empowered and equipped with countless opportunities and resources for professional development. You will find the support you need to create a vision and roadmap for your career and make that vision a reality.

Invent yourself at Saint-Gobain Life Sciences; and together, we'll create a better life.

Saint-Gobain provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, gender, sexual orientation, gender identity or expression, national origin, age, disability, genetic information, marital status, amnesty, or status as a covered veteran in accordance with applicable federal, state and local laws. Saint-Gobain is an equal opportunity employer of individuals with disabilities and supports the hiring of veterans.

Employees have the flexibility to choose the benefits that best fit their individual needs.

Health and Wellbeing Supporting your wellbeing, to thrive in life and work.

Medical, Prescription Drug, Vision, and Dental Insurance

Healthcare Saving Account and Flexible Spending Account options

LiveWell Wellness Program

Employee Assistance Program (EAP)

Paid Time Off and Paid Parental Leave

Retirement and Protection - Helping to make the future life you want a reality.

401(k) with Company Match, Retirement Accumulation Plan (RAP), Cash Balance Pension Plan

Company-provided Life Insurance, AD&D, Short-Term Disability

Voluntary employee and dependent life insurance, Long-Term Disability, Critical Illness and Accident Insurance

Additional Benefits Helping shape the experience and impact you want

Commuter Benefits

Group Legal

Identity Theft Protection

Auto and Home Insurance

Pet Insurance and Discounts

Back-up Child & Elder Care

PerkSpot Employee Discount Program