Work Schedule
Standard (Mon-Fri)

Environmental Conditions
Adherence to all Good Manufacturing Practices (GMP) Safety Standards

Job Description

The Customer Support Specialist will support activities around the operational management and maintenance of customer-specific requirements, while interacting with Commercial Team & Warehouse Operations.

What Will You Do?

• Support specific customer requirements and needs. Liaison cross-functionally.
• Support contact with Business Management/Commercial for day-to-day requests, scope changes and modifications. Parter with internal colleagues in Warehouse Operations.
• Will ensure timely and accurate shipment of products, services, and documentation.
• Summarize and report out site specific metrics around audits completed and "Right the First Time". Drive compliance for 100% audit completion and improve common errors found by collaborating with local management, document relative points of failure and performs follow-up actions in accordance with Departmental or Warehouse Operational SOP's.
• Drive customer concerns with corrective actions (RCCM) or process improvements to enhance the customer experience.
• Drive Quality and Compliance of Customer Requirements by using existing systems (i.e. WMS and PPS Cloud Platform) and eventually becoming an on-site SME for system capabilities representing PPS.
• Correcting inventory issues around invalid lots, working with inventory control on lost inventory tied directly to PPS accounts, and handling order hold process.
• Support On-Site Customer visits.
• Stays abreast of and follows new processes, system changes, procedural updates, and initiatives within the company. Maintain knowledge of Customer SOPs and requirements impacting operations.
• Partner with Inbound Operations to identify critical backorders and receipt against proper purchase orders for customer allocation of inventory.
• Leverage continuous improvement methodology and related analytical tools to drive people process & technology improvements.

• High School diploma, required with equivalent combination of experience. Bachelor's Degree in Business, Supply Chain or a related field, preferred.

• Ability to work in a fast-paced warehouse environment, lift, carry, pull, and push up to 40 - 70 pounds frequently with or without accommodation. Standing or walking for long periods should be expected.
• If required, this individual may need to operate industrial equipment and be trained to the local site regulations.
• Knowledgeable in continuous improvement methodology and related analytical tools (PPI)
• Basic understanding of industry/global quality system standards and regulations such as FDA current Good Manufacturing Practices (cGMP).
• Sense of immediacy and ability to call out issues. Ability to work independently with direct supervision supported remotely and daily guidance with local management.
• Excellent interpersonal abilities to work well in a team environment with a customer-centric approach.
• Strong organizational skills to ensure Service Level Agreements and customer requirements are met.