Customer Service Lead

Position Overview

Position Description

We are hiring a Customer Service Lead. The Customer Lead will lead the customer service department by providing the tools and resources necessary for customer service representatives to perform their job functions. They will process customer quote requests received domestically and internationally from Marketing and Sales, and perform a variety of administrative and clerical duties, including monthly reporting, monitoring and following up with Sales.  The Customer Service Lead will provide superior customer service by focusing on the individual needs of each customer or distributor, directly or through other team members, promoting long-term relationships and loyalty. They will take and Process customer orders, respond to technical inquiries, follow up on sales leads, and provide competent and enthusiastic customer service.

Company Overview

At FUJIFILM Biosciences, we turn curiosity into breakthroughs that advance the field of life sciences. By offering a comprehensive portfolio of products and services in cell culture media, discovery research reagents, recombinant growth factors and proteins, fine chemicals, and critical assay materials, we partner with the brightest minds in biotech and pharma to tackle the world’s biggest health challenges.

Imagine being part of a team that enables life-changing discoveries like new vaccines, therapies, and advancements in regenerative medicine. Our culture fosters curiosity, collaboration, and innovation, and we pride ourselves on delivering unparalleled quality and service to our partners. If you’re ready to make an impact, your future belongs with us at FUJIFILM Biosciences.

Our headquarters in Santa Ana, California, is surrounded by world-class schools, lush parks, and scenic beaches like Laguna and Huntington, making it an ideal place to live, work, and explore. With additional campuses across the US, Europe, China, and Japan, we offer opportunities to make a difference worldwide.

Fujifilm is globally headquartered in Tokyo with over 70,000 employees across four key business segments of healthcare, electronics, business innovation, and imaging. We are guided and united by our Group Purpose of “giving our world more smiles.” Visit: https://www.fujifilm.com/us/en/about/region/careers

Job Description

Responsibilities:

• Receive, register and process new or renewed customer quotes in a timely manner.
• Track ongoing quote activity on a public Excel spreadsheet.
• Insure confidentiality with all price-sensitive information
• Distribute quote renewal worksheets to Territory Managers monthly, monitoring and alerting sales when renewals are within 90 days or less of expiration.
• Communicate with Customer Service, Sales, and Marketing to investigate and help resolve pricing issues.
• Distribute and monitor various weekly and monthly reports
• Maintain procedures manual to ensure consistent performance of quote maintenance
• Coordinate quotes entry with standing order processing, and according to published production deadlines.
• Provide pricing support for the insides sales teams.
• Process custom media orders and Express Media prototypes (EMS) for domestic and international customers, providing coordination and follow up with Marketing, Materials, QA, QC and Shipping as required.
• Provide back up to all CSR’s.
• Ensure assigned Sales reps of all CSR’s are aware of any absences to ensure all urgent requests are actioned appropriately.
• Communicate directly with domestic and international customers and distributors to investigate and answer inquiries regarding pricing, product availability, order status, and other order related communication.
• Collaborate with manager, team members, and other departments to coordinate the efficient and accurate processing and shipment of domestic and international orders, standing orders, custom orders and Express Media custom prototypes.
• Prepare all pertinent documentation for shipping and exporting products outside of the U.S.
• Ensure compliance with US and International shipping documentation requirements.
• Initiate CAF’s, return goods authorization (RGA’s), replacements and credits and any freight claims required for damaged or lost product in transit.
• Is the first line approver for performance appraisals of the customer service reps.
• Monitor the attendance and efficiency of the Customer Service Department.
• Monitor the telephone system shortel and extracts reports.
• Monitor backorders and provide updates to respective Product Managers and coordinates with the materials dept and QA dept to resolve inventory issues.
• Contact customers who have backorders and provide alternate options to fulfill their order.
• Attends for CS the weekly customs meeting and informs rest CS of any updates.
• System pricing (list) – is the primary responsible person to maintain and submit in Jeeves the required pricing from Product Management. 

Required Skills/Education:

• High School Diploma. College experience preferred.
• Working knowledge of general office procedures and customer service skills
• Working knowledge or basic calculator functions
• Ability to present a positive and team-oriented demeanor to all internal and external contacts.
• A strong attention to details.
• Ability to learn business requirements and use data systems to meet jog requirements.
• Proficiency in Outlook, Word, Visio and Excel.
• Experience with ERP systems.
• Ability to speak and read English.
• Ability to clearly, professionally and accurately communicate information, both verbally and written.

 Salary and Benefits:

• For California, the base hourly range for this position is $24.17 - $33.50. Compensation for the successful candidate will depend on various factors (e.g., qualifications, education, prior experience, location, etc.).
• Medical, Dental, Vision
• Life Insurance
• 401k
• Paid Time Off

*#LI- onsite

EEO Information

Fujifilm is committed to providing equal opportunities in hiring, promotion and advancement, compensation, benefits, and training regardless of nationality, age, gender, sexual orientation or gender identity, race, ethnicity, religion, political creed, ideology, national, or social origin, disability, veteran status, etc.

ADA Information

If you require reasonable accommodation in completing this application, interviewing, completing any pre-employment testing, or otherwise participating in the employee selection process, please direct your inquiries to our HR Department ([email protected]).