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Client Services Representative

The Swiss based Bachem Group is a public, innovation-driven company specializing in the development and manufacturing of pepTides and oligonucleoTides. As a full service provider Bachem offers products for clinical development and commercial applications as well as a comprehensive catalog and exclusive custom synthesis. With 50 years of experience and subsidiaries in Switzerland, the United States, the United Kingdom and Japan, Bachem is the partner of choice for the biotech and pharma industry worldwide.  
Bachem. Leading Partner in Tides 

In order to continue our organic growth, we are constantly looking for talent.

 

The Client Services Representative will provide support to all customers by answering their calls, chats, handling questions, and comments regarding the company products. The Client Services Representative will work closely with the Research Chemicals Sales team to provide a positive customer experience and enhance relationships between customers and Bachem.

 

Your Tasks:

 

  • Manage telephone calls, online chats and customer service emails professionally and efficiently
  • Process Research Chemicals and GMP sales orders in an efficient, accurate and timely manner
  • Organize workflow between the different department (Distribution, Material Management, etc.) to meet customer delivery deadlines
  • Fulfill customer documentation requests such as Analytical Data Sheets, MSDS, etc.
  • Monitor open order report for Research Grade products and ensure that the delivery dates are accurate on a weekly basis
  • Process customer returns and credit memos
  • Handle customer standard complaints, provide appropriate solutions and alternatives within the time limits, and follow-up to ensure resolution
  • Process customer returns and credit memos
  • Manage and update customer profiles and sales orders in the online shop backend as an administrator
  • Maintain and update customer accounts and contact information as well as relevant communications in the ERP and CRM systems
  • Analyze and report client services-related activities on weekly and/or monthly basis
  • Must comply with all GMP requirements

 

Your Profile:

 

  • High School Diploma
  • 1-3 years in a Sales or Customer Service Department
  • Exceptional phone and customer service skills
  • Excellent written and oral communication skills
  • Basic computer knowledge, including Microsoft Word, Excel and PowerPoint
  • Ability to effectively organize, multitask, and work in a fast-paced, deadline driven work environment
  • Ability to communicate in a proactive and solution-focused manner, including keeping management aware of potential issues
  • Detail oriented with the ability to troubleshoot and resolve problems
  • Ability to work independently and manage one’s time
  • Communicate effectively and ability to function well in a team environment
  • Must be available to work occasional early shifts, holidays and weekends

 

Preferred:

 

  • Associates Degree in Science related field (chemistry, biochemistry, organic chemistry, biology or equivalent)
  • Experience with ERP (SAP) and CRM (Salesforce) systems.