Customer Service Representative (Life Sciences)

: United States, Walkersville (Maryland)

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 a Customer Service Representative, you will perform a wide variety of assignments including coordination and handling of all customer requests and order demands in order to grow business, increase market share, achieve key performance metrics while increasing market knowledge and achieving commercial goals. The successful candidate will act as a liaison between Lonza and its external customers for optimal service and total customer satisfaction.

The ideal candidate will be an experienced customer service professional with a palpable energy level, agility to meet changing priorities, drive to exceed goals, attention to detail and positive attitude.

Business hours are from 8:00AM - 6PM. Must be flexible to cover 8AM-7PM shifts, Monday-Friday. O ccasional overtime may be required. Hybrid work set-up, once initial training is completed.

Key responsibilities:

• Order entry for orders received via electronic and manual methods, processing credits and debits, inbound phone calls, replacements, returns, complaints and some complex products
• Ensure proper documentation is attached to orders within all systems
• Process activities in compliance with established Customer Service Procedures, SOP and SDS requirements
• Document all customer contact interactions and ensure valid pricing
• Instill confidence with a positive, friendly, helpful demeanor to each customer, including both external & internal customers
• Utilize effective listening and communication skills to handle and diffuse customer issues
• Interpret availability data for materials using SAP T-codes, written reports, verbal updates and release notifications
• Help customers with Lonza.com website registration, order placement, including assistance troubleshooting, as necessary
• Perform other duties as assigned.

Key requirements:

• High school diploma or GED required; higher degree a plus
• SAP and SalesForce familiarity a plus

• Requires excellent interpersonal skills to negotiate and resolve customer issues
• Demonstrate a commitment to Excellence in Customer Service with strong listening skills, empathy, patience, diplomacy, and professional telephone skills
• Results driven with strong attention to details, accuracy, problem solving and multi-tasking
• Is willing to take on new challenges
• Ability to multi-task efficiently
• Team-oriented, yet independent and self-directed/disciplined
• Strong written and verbal communication skills are all critical
• Strong time management skill
• Ability to work effectively in a fast-pace environment, under pressure to meet deadlines
• Standard business hours are from 8:00AM - 5:00 PM. Applicant must be flexible for schedule to cover 8AM-7PM shifts; Occasional overtime may be required

Every 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.

Lonza is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, religion, color, national origin, sex, sexual orientation, gender identity, age, status as a qualified individual with disability, protected veteran status, or any other characteristic protected by law.

Reference: R57646