Full Medical, Dental, Vision, 401K match, Yearly Bonus Program, Tuition Reimbursement, Holiday and Vacation Pay, Maternity/Paternity Leave, Company Parties, Onsite Cafeteria, Gym, and Mother's Room just to name a few
Job Summary: Investigates and seeks resolution for entry level discrepancies found during order processing. Demonstrates proficiency in order processing with accuracy and attention to detail. Demonstrates good communication and customer service skills. May be alternately assigned to quality or business process discrepancies.
Essential Duties:
Quality assignment duties:
Actively investigate reasons for quality discrepancies
Collaborate with Order Processing Specialists when needed
Maintain control and ownership of discrepant studies as assigned
Ability to investigate and problem solve issues and recommend solutions
Make decisions based on procedures
Document discrepancy issues and resolution
Communicate with lab, sales personnel and customers in a timely manner when assigned.
Follow up in a timely manner
Complete resolution process
Split, combine and update studies as needed after resolution
Assist with all order processing tasks as outlined in Order Processing Specialist job descriptions
Give feedback to Sales department on quote issues
Business assignment duties:
Review all PO required companies and orders for various locations as assigned
Verify all billing information including address, payment terms, purchase orders (POs), and exceeded PO's
Save and create PO's in systems
Communicate issues with accounting department (AR).
Maintain control and ownership of billing related discrepancies as assigned
Follow up in timely manner
Communicate with lab personnel, service teams and sales
Give feedback to sales on quote issues
Train customers on correct billing procedures
Investigate root cause of invoice issues on delinquent accounts
Placing studies on report hold as necessary
Documenting issues and resolution in systems
Training study directors on sponsor communication concerning price changes
Conduct training with appropriate personnel on pricing
Regulatory Compliance
Know and follow applicable regulatory requirements (GMP, GLP, ISO, etc.).
Know and follow company policies and procedures.
Complete required training on time.
Professionalism
Attend work regularly and reliably.
Adhere to all policies and procedures.
Perform other duties as assigned
Competencies of this position
Ability to investigate and problem solve issues and recommend solutions
Attention to detail
Ability to follow written instructions
Ability to type 35-40 WPM
Verbal and written communication skills
Legible handwriting
Customer service skills
Project management skills
Ability to multi-task
Computer skills: knowledge of Microsoft Office, Outlook and CRM.
Ability to work independently and as part of a team
Decision making
Knowledge of pricing procedures and systems
Work Environment:
This job operates in a professional office and laboratory environment. This role routinely uses standard office equipment such as computers, keyboards, computer mouse, telephones, photocopiers, projectors and file cabinets.
Typically works in an office environment but may occasionally be required to perform job duties outside of the typical office setting.
May occasionally work in temperatures above 95 degrees and below 32 degrees on dock when assigned.
May occasionally walk on slippery dock or uneven surfaces when assigned.
Requires use of PPE including lab coat, safety glasses as well as long pants and closed toe shoes with total foot covering when in order processing area.
Physical requirements:
Wear personal protective equipment such as, lab coats, safety glasses and long pants and closed toe shoes and socks when in order processing or lab areas
This position may be required to move or lift items greater than 45lbs as assigned.
Bending, stooping and crouching.
Climb up and down ladder.
Able to manipulate small hand tools occasionally.
Quality assignment:
Must be able to move/traverse 60% of the day and remain in a stationary sitting/standing position at a desk while using a computer, keyboard, computer mouse and phone 40% of the day.
Business assignment:
Must be able to move/traverse 20% of the day and remain in a stationary sitting/standing position at a desk while using a computer, keyboard, computer mouse and phone 80% of the day.
Education and experience requirements:
Minimum of 18 years of age and a High School Diploma or equivalent. Associates degree preferred. Proficiency in order processing procedures with a minimum of six months order processing or other applicable experience preferred. Customer service skills preferred.