Commercial Operations Specialist

Today, Lonza is a global leader in life sciences operating across three continents. While we work in science, there’s no magic formula to how we do it. Our greatest scientific solution is talented people working together, devising ideas that help businesses to help people. In exchange, we let our people own their careers. Their ideas, big and small, genuinely improve the world. And that’s the kind of work we want to be part of.As Customer Operations Supervisor, you will be responsible for establishing and maintaining exceptional customer service and customer satisfaction. This position will support clients, sales team, and other stakeholders with questions, inquiries, etc. in a professional, timely and accurate manner.Key responsibilities:Project and maintain a positive, approachable, friendly and helpful work image and relationship to each stakeholder. Work with colleagues to maintain a daily/weekly work schedule to cover day-to-day business priorities.Collaborate with management to support customer satisfaction initiatives.Ensure timely and effective management of customer’s order releases.Coordinates the investigation of complaints and credit requests. Validates claims of product/lot purchases. Determines if complaint and/or credit is valid and in compliance with SOPs, GMP and ISO guidelines of Lonza’s T&C’s and/or Signed Customer Agreements. Serves as the first escalation point for product returns and customer credit requests.Act as a backup in supervisor’s absence (may be assigned delegation of authority to act on supervisor’s behalf, including being authorized to execute documents requiring supervisor signature).Assist other team members with process-related questions/concerns.Act as a backup for other Customer Service Representatives.Assist in training new departmental staff to CS functions, processes, expectations, and responsibilities.Supports management of daily open order reports, products, and services.Primary responsibilities for assigned customers:Order inbox assignments & management, order entry for orders received via electronic and manual methods, processing credits and debits, inbound phone calls, replacements, returns, complaints and some complex products (i.e., reserve order material, products with characteristic selections).Review and edit orders to ensure accuracy and timely delivery of materials and follow-up or re-promise of order commitments.Ensure proper documentation is attached to orders within all systems.Process activities in compliance with established Customer Service Procedures, SOP and SDS requirements. Lonza’s ISO 9001 certification requires compliance with these procedures.Document all customer contact interactions in order text tabs or when necessary in SAP/ SFDC, tell the ‘story’ to enable correct and consistent response to customers. Determine validity of each price by reviewing customer’s Purchase Order and all pertinent items. Review additional items to determine all factors related to each quotation, including contacting Pricing and Contracts Team when needed.May need to support in others areas, including sales support and supply chain functions as needed.Perform other duties as assigned.Key requirements:Bachelor, Bioscience will be greatly preferred.Solid Customer operations management experience in Biologics businessAcknowledge on SFDC, Power BI.Demonstrate excellence in efficiency and satisfactionHigh level of dedication and responsibility Lead-by-example attitudeExcellent skills for communicating and relating with both staff members and customersGood interpersonal skills to create a cordial relationship with team membersAbility to multitaskHave good temperate to handle disputes and emergenciesBe result & customer service orientedEvery day, Lonza's products and services have a positive impact on millions of people. For us, this is not only a great privilege, but also a great responsibility. How we achieve our business results is just as important as the achievements themselves. At Lonza, we respect and protect our people and our environment. Any success we achieve is no success at all if not achieved ethically.People come to Lonza for the challenge and creativity of solving complex problems and developing new ideas in life sciences. In return, we offer the satisfaction that comes with improving lives all around the world. The satisfaction that comes with making a meaningful difference. Reference: R59053