Senior Customer Service Specialist

Cook Pharmica   •  

Poway, CA

5 - 7 years

Posted 243 days ago

This job is no longer available.


• Assigned key accounts and manages all inquiries and information transactions made between management and the client
• Manage, on an ongoing basis, program parts in large runs for assigned key accounts
• Point of contact for key account’s supply chain managers to ensure maintenance of accurate inventory levels
• Establishes productive, professional relationships with key personnel in assigned customer accounts
• Proactively assesses, clarifies, and validates customer needs on an ongoing basis
• Coordinates the involvement of company personnel, including support, service, and management resources, in order to meet account performance objectives and customers’ expectations
• Leads solution development efforts that best address customer needs, while coordinating the involvement of all necessary personnel
• Maintains high customer satisfaction ratings that meet company standards
• Receive, review, and enter customer purchase orders accompanied by the appropriate related production orders
• Receive, review, and respond to customer requests for quotes, including expedites and QRM’s
• Provide customers with answers regarding price, availability, products, and services
• Prepare quotations and annual pricing agreements
• Work with outside vendors to properly obtain purchased services relevant to product fabrication
• Resolve customer discrepancies with help and input from management
• Work closely with other K-Tube departments to clarify capabilities to meet customer requirements
• Communicate to the respective K-Tube direct sales representative as necessary
• Verify and analyze and present data related to customer quotation and sales order entry
• Initiate and implement suggestions for continuous improvement within the customer service department
• Perform ongoing analysis of the portfolio of business managed to identify growth opportunities
• Conduct financial analyses of key accounts and assists in making recommendations to improve profitability
• Forecast and track key metrics


• Bachelor's degree in Business Administration, related field or equivalent
• 5 years previous customer service experience

• Must have the ability to perform financial analysis, track key metrics and identify growth and profitability opportunities

• Negotiation and presentation skills

• Excellent verbal and written communication

• Proficient with MS Word, Excel and Power Point


Physical Requirements:

• Must be able to lift 10 pounds
• Minimal physical effort required
• Regularly required to sit or stand, reach and move about the work area
• Minimal exposure to metals, lubricants, solvents, electrolytes
• Work performed in an office environment, but may require visits to the manufacturing floor
• Professional environment requiring business casual attire

Requisition ID 2018-4423