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Customer Service Specialist

Customer Service Specialist

Posting Date: 
Location: 

Fargo, ND, North Dakota, United States

Business Area:  Pharma
Company:  Fargo

General Purpose:

The Customer Service Specialist will assist the Service Team in a wide variety of activities including Quoting, PO and WO Entry, Project Management, Field Service project management and capacity planning and Warranty support for our national and international customer base. Further on the whole Spare Parts business is managed from quoting over sourcing up to invoicing and part of this role.

 

Essential Functions:

Quotes:

-Create quotes for parts, assemblies, spare parts with input from Service co-workers and departments.

-Validating quotes internally for spare parts, sending the quotes to the customer, and copying internal personnel as needed.

-Field calls and communicating with the customer as needed throughout the quoting process.

PO Entry:

Enter all aftermarket PO’s, providing customer with order confirmation, and adding payments to the SO if necessary.

-Create all work orders containing parts, assemblies, retrofits or field service. Also adding operations, due dates, state, and any other detailed information needed.

Aftermarket Project Management:

-Works with all departments to ensure all orders are completed on time, and providing updates to the Customer

-Approving order payments on milestones, closing the WO’s when complete, creating shipments in CBM, closing out the SO’s, and creating warranty WO’s as necessary.

-Create/closing out all quotes, WO’s, and necessary documentation for all service requests.

-Calculates service WO expenses for billing purposes, and/or profitability of service.

Customer Service:

-Field service calls from the customer requesting service for an existing system and routes the requests to the right co-worker.

-Works with Purchasing, Machining and Assembling on capacity alignments for Spare part and Retrofit production
-Works with all departments to direct any difficult issues to the correct personnel for support that could possibly be handled remotely.

-Manages Customer and Sales Manager service requests.

-Communicates daily with service personnel whom are traveling to monitor progress and fulfill required needs.

-Follow up with the customer on any action items.

- Responsible for monitoring and following up with the customer via service platform

- Works with Assemble Coordinator/Project Team for additional tech support when needed for new machine install, service request and retrofits.

 

Supplementary Functions:

-Works with Project coordinators to ensure a hand-over of installed machines – Machine Hand off after SAT

-Works on improving Spare part related processes

 

Education, Experience and Qualifications:

-Industrial Engineering and Management, Business Administration degree or similar

-Experience in a Service Role a plus

 

Job Knowledge, Skills and Abilities:

-Competency with computers, file management, administrative procedures along with Microsoft applications including Word, Excel, Outlook

-Good verbal and written communication skills

-Displays organizational skills and the ability to prioritize tasks

-Exhibits the ability to multitask

-Ability to work with tight deadlines

 

Working Environment:

-Work in an office environment

-Exposure to shop elements such as loud noises, dust, fumes, odors and machinery that has moving parts

 

Physical Requirements:

-Sitting or standing for long periods of time

-Ability to focus on computer screen for long periods of time

 

Confidentiality Duties:

-Ensures confidential company information, such as, but not limited to, legal company info, research and development, and customer names, and job profitability, is not at any time be communicated to customers or vendors of KMSNA. All reasonable measures should be taken to ensure this type of information is not released

-Requires a high level of disciplinary action not to let information get out and into the hands of the wrong individuals by mistake or intention. KMSNA signs many confidentiality agreements with their customers, which in turn pass on to KMSNA’s employees.

-Involves information on employees of KMSNA that are to be kept confidential as well. Information on employees will only be shared with the employee, human resources or management if necessary. This information should be shared behind closed doors.

 

Employer’s Rights:

Duties described above document the general nature and level of work but are not intended to be a complete list of all activities, duties, and responsibilities required of the employee. Consequently, employees may be asked to perform other duties as required. 


Recruitment-Team
For questions please contact us via jobs@koerber.com.
Please apply exclusively via the “Apply now” button.

Körber Pharma is a Business Area of Körber, an international technology group with around 10,000 employees and more than 100 locations worldwide. At Business Area Pharma we offer a unique portfolio of integrated solutions that deliver the difference along the pharma value chain. Spanning our in-depth expertise in consulting, inspection, handling, packaging machines and materials, track & trace and software, Körber has always the right solutions to unlock the potential of our customer’s productivity. With proven understanding of pharma process and regulation challenges, Körber is the partner to make the most out of pharma and biotech production for customers.


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