Client Services Coordinator
Northridge, CA, US, 91325
For over 40 years, HemaCare, a Charles River company, has worked to making a positive impact on the world by providing the highest quality cellular material and services to biotech and
pharmaceutical companies and research organizations that are performing innovative research and developing novel cell-based therapies.
We recognize that our success depends on the vision and passion of our employees; that is why we are devoted to making HemaCare a rewarding and valuable place to work. We believe in making a difference, and at HemaCare, you will make a difference every day.
Job Summary
Act as Client Service Coordinator for daily business activities and coordination of efforts between all departments and assigned customer accounts to ensure timely, accurate and comprehensive responses to client requests. May work with Quality, Recruitment, Scientific Operations, Business Development and Business Finance teams, as required, to ensure that high-quality customer service is provided. Adheres to Client Services processes, policies and procedures.
Essential Responsibilities
- Prepares and manages customer quotes as requested by Business Development Executives.
- Creates and submits orders through SAP (ERP) & internal MBS ordering system.
- Coordinate the entire sales processes by leveraging Sales Force Service Cloud.
- Coordinate with Operations teams to ensure the product is available to complete order.
- Follows up on orders and serves as a liaison between the Sales and Operations teams.
- Participate in and contribute actively to Client Services team call and cross functional meetings as needed.
- Manage master data tickets, order acknowledgements, and purchase orders for assigned accounts.
- Track and follow up with customers on purchase orders with open balances.
- Triage customer & US distributor calls and create a Service Cloud case to assign to the appropriate person for quickest response.
- Triage and handle customer requests or issues for an assigned region. Assist colleagues in other regions as needed.
- Run donor and inventory reports to help identify products or donors for a specific customer request.
- Demonstrate excellent communication relationship-building skills by making good opening statements, connecting with the customer, asking open and high gain questions to determine needs, and provide solutions for customer concerns/questions.
- Make outbound communications to customer organizations at all levels and functional areas where purchasing decisions are made as needed for sales support activities.
Job Qualifications
- Education: Associate’s Degree (A.A./A.S.) or equivalent in Business or related discipline.
- Experience: One to two years related experience and/or training.
- An equivalent combination of education and experience may be accepted as a satisfactory substitute for the specific education and experience listed above.
- Certification/Licensure: None
- Other: Customer service experience preferred. Discretion, tact, and diplomacy required. Ability to prioritize and multi-task. Excellent organizational skills and in utilizing personal computer, e-mail, standard office software packages (word processing, spreadsheet), Salesforce.com Service Cloud, SAP/ERP, Cisco telephone systems. Ability to work independently
Compensation Data
The pay rate for this role is $28.00 per hour. Please note that salaries vary within the range based on factors including, but not limited to, experience, skills, education, certifications, and location.
About HemaCare
HemaCare, a Charles River company, is a global leader and trusted brand in the customization of human-derived biological products and services for biomedical research, drug discovery, and cell and gene therapy development. HemaCare’s vertically integrated solutions support preclinical research, clinical studies from phases 1 to 3, and commercialization with high-quality RUO and GMP-compliant starting material and apheresis collections.
In January 2020, HemaCare was acquired by Charles River Laboratories, an early-stage contract research organization (CRO). Combined with Charles River’s integrated, early-stage portfolio of discovery, safety assessment, and manufacturing support services, the acquisition creates a unique, comprehensive solution for researchers and cell therapy developers and manufacturers worldwide to help accelerate their critical programs from basic research and proof-of-concept to regulatory approval and commercialization. Utilizing this broad portfolio of products and services enables our clients to create a more flexible drug development model, which reduces their costs and enhances their productivity and effectiveness to increase speed to market. We work closely with our clients throughout the clinical process to maximize success and drive positive clinical outcomes.
Together, with over 20,000 employees within 110 facilities in over 20 countries around the globe, we are strategically positioned to coordinate worldwide resources and apply multidisciplinary perspectives in resolving our client’s unique challenges. Our client base includes global pharmaceutical and biotechnology companies, government agencies, and hospitals and academic institutions around the world.
At HemaCare, we are passionate about our role in improving the quality of people’s lives. We have proudly supported the development of 100% of the current commercially available FDA-approved immunocellular therapies. Our mission is to provide a best-in-class portfolio of high quality, customizable human cellular material and services to support drug discovery, scientific research, and cell therapy. This resonates from our employees and impacts our customers because we know that every day is an opportunity to advance discoveries and make a difference in someone’s life.
At Charles River, we are passionate about our role in improving the quality of people’s lives. Our mission, our excellent science and our strong sense of purpose guide us in all that we do, and we approach each day with the knowledge that our work helps to improve the health and well-being of many across the globe. We have proudly worked on 80% of the drugs approved by the U.S. Food and Drug Administration (FDA) in the past five years.
We’re committed to providing benefits that elevate your quality of life. Based on your position these may include: bonus/incentives based on performance, 401K, paid time off, stock purchase program, Health and wellness coverage, employee and family wellbeing support programs, and work life balance flexibility.
Equal Employment Opportunity
Charles River is an equal opportunity employer and is committed to providing equal employment opportunities for all qualified applicants and employees without regard to race, color, sex, religion, national origin, ancestry, age, mental or physical disability, family status, pregnancy, military or veteran status, or any other characteristic protected by federal, state, or local laws.
It is unlawful in some states (including Massachusetts) to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability.
If you are interested in applying to Charles River Laboratories and need special assistance or an accommodation due to a disability to complete any forms or to otherwise participate in the resume submission process, please contact a member of our Human Resources team by sending an e-mail message to crrecruitment_US@crl.com. This contact is for accommodation requests for individuals with disabilities only and cannot be used to inquire about the status of applications.
For more information, please visit www.criver.com and www.hemacare.com.
Nearest Major Market: Los Angeles
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