Customer Service Representative

Accuflow was founded in 2001 to support the sourcing needs of mid-Atlantic biopharmaceutical manufacturing. By establishing distribution agreements directly with manufacturers, we are able to offer competitive pricing along with unmatched customer service.

Our range of products and equipment is limitless. Timely delivery and customer service are beyond comparison. Our warehousing capabilities offer our customers the option of off-site stocking, and same day delivery in the Metro Baltimore-Washington DC area.

From tubing and custom technology to clean room supplies and shelving, Accuflow Systems takes care of the acquisition work and documentation requirements, so you can focus on process development, validation or production.

Essentials Of The Job

• Maintain and cultivate positive customer relationships
• Handle all inquiries/contacts in a professional manner
• Provide price and availability on any standard or specialty items directly to customers
• Work directly with manufacturers to schedule and expedite purchase orders
• Maintain stock material and replenish parts when necessary
• Work directly with sales representatives to resolve issues or complaints from customers
• Take and solicit orders from customers over the phone and via e-mail
• Process orders via order entry system, from stock or by directly sourcing from suppliers
• Expedite orders and maintain contact with customers and suppliers
• Resolve any order problems related to delivery or paperwork issues directly with customers and suppliers
• Follow up on orders to assure critical deliveries
• Work in concert with the outside sales team; funnel leads/opportunities to the sales team
• Resolve product issues or determine product needs over the phone or via e-mail
• Follow all safety procedures, guidelines, and SOPs

Non-essential Functions Of The Job

Education Requirements: High school diploma, GED, or equivalent reading and writing skills.

Experience Requirements: Two to three years’ experience in materials management or equivalent education/experience.

Other Essential Knowledge: Driver’s license. Good judgment about people; customer service oriented; ability to deal with vendors. Able to utilize PC and office application software; knowledge of automated shipping and inventory systems.

• Internal:
  Daily contact with professional and management staff of other departments throughout the organization. Daily contact with Supervisor.
• External:
  Daily contact with vendors and freight carriers to meet routine delivery and receipt schedules.

Direct Work of Others: None.

Decision Making: Use experience and judgment to identify and resolve issues relating to daily operations as well as assisting other departments in resolving problems. Routinely works on special projects of moderate complexity where judgment is required in resolving problems and making recommendations.

Challenges: Must be responsive to numerous and sometimes conflicting customer requirements in a timely fashion while maintaining a positive customer service attitude. The ability to effectively prioritize daily workloads and special projects is key. Must maintain operations to meet all regulatory requirements.

• Physical Demands: 90–95% of time is spent in an office environment using a computer to track and analyze inventory transactions or in file maintenance. The remainder of time is spent standing, kneeling, climbing, lifting, pulling, and moving materials weighing up to 20 pounds and walking up to 300 yards.
• Stressors:
  Variable, depending upon deliveries at other locations, volume of work, interruptions, and occasional emergency shipments, deliveries, and receipts.

Accuflow operates as a vital subsidiary within Flow Control Group (FCG), a prominent holdings company that is a leading solutions provider focused on technically oriented products and services for flow control, fluid handling and process, industrial automation, and life sciences with locations throughout North America.

Everyone’s an Owner of the Company:
Because every team member contributes to Flow Control Group’s success, everyone has the benefits of ownership! Flow Control Group has a broad-based employee…