Customer Service Representative III

Job Summary

The Customer Service Representative III at Augusta Life Sciences US OpCo I LLC is responsible for providing advanced customer support, resolving complex inquiries, and maintaining high levels of customer satisfaction for our scientific products and services.

• Create, manage, and maintain ERP system requests to support end-to-end order fulfillment, encompassing customer service, manual allocation, electronic order error correction, order creation, and order inquiry execution.
• Receive, review, and input customer orders submitted through all approved contact methods, ensuring accuracy, completeness, and compliance with established requirements.
• Validate customer orders prior to order creation, confirming or correcting details to prevent downstream errors.
• Manage short supply situations, backorders, and manual allocations, partnering with Supply Chain to optimize service levels and on time delivery.
• Input and manage orders for exception or specialty products requiring additional controls or special handling, including credits, rebills, and returns, in accordance with company policies and procedures.
• Collaborate closely with Supply Chain and Commercial Operations (COM) partners to support on-time delivery, promotional activity, and product launches.
• Deliver professional, courteous, and solution-oriented customer interactions across all contact channels; compose timely and accurate written and verbal responses, document all contacts in designated systems, and consistently meet or exceed order accuracy, turnaround time, and productivity standards in compliance with company and regulatory requirements.
• Resolve product and service complaints in accordance with company guidelines and FDA, ISO, cMDR, and HIPAA regulations, escalating potentially serious incidents, compliance concerns, and customer complaints to management in a timely manner.
• Participate actively in team meetings, departmental projects, and continuous improvement efforts.

• Minimum of 3-5 years of experience in a customer service role, preferably within the life sciences, biotechnology, or a related scientific industry.
• High School diploma or GED.
• Relevant experience strongly preferred.
• Proven ability to handle complex customer inquiries and resolve issues independently.
• Excellent verbal and written communication skills with the ability to explain technical information clearly and concisely.
• Knowledge of CRM software (e.g., Salesforce) and ERP systems (e.g., SAP ECC, S/4
  
  HANA preferred).
• Strong problem-solving and analytical skills.
• Ability to work independently and as part of a team in a fast-paced environment.
• Demonstrated empathy and a strong commitment to customer satisfaction.
• Proficiency in Microsoft Office Suite (Word, Excel, Outlook) required.

• Knowledge of Supply Chain Management:
  Experience in leading or participating in cross-functional projects.
• Knowledge of Customer Support software:
  Familiarity with phone systems, ERP, and workforce management.
• Customer Focus and Service:
  Skills in data entry, listening, excellent oral and written communication, critical thinking, relationship building, savvy people skills, problem solving, strong team orientation and interpersonal skills.
• Proven ability to Multi-task:
  Successfully manage several diverse responsibilities in a timely and accurate manner.
• Critical Thinking:
  Ability to analyze data and think outside the box.

Attention to detail paramount Continuous and Versatile Learner At Waters, we prioritize on-site collaboration because we believe it fosters creativity, innovation, and effective problem-solving, which are essential in the fast-paced healthcare industry.

To find purpose in the possibilities, we need people who…