Today, Lonza is a global leader in life sciences operating across three continents. While we work in science, there’s no magic formula to how we do it. Our greatest scientific solution is talented people working together, devising ideas that help businesses to help people. In exchange, we let our people own their careers. Their ideas, big and small, genuinely improve the world. And that’s the kind of work we want to be part of.
Did you know that we are the 1st biologics contract manufacturer in Singapore? We offer you exposure to upcoming biotech and established pharmaceutical companies and to the manufacturing technology needed to produce mammalian treatments and cell therapies of tomorrow. Our global manufacturing network is recognized for its reliable, high-quality services, regulatory track record, global footprint, innovative technology platforms and extensive experience – we, in Singapore, are proud to be part of this global network.
Key responsibilities:
- Work with colleagues to maintain a daily/weekly work schedule to cover day-to-day business priorities.
- Collaborate with management to support customer satisfaction initiatives.
- Ensure timely and effective management of customer order releases.
- Supports in the investigation of complaints and credit requests; validation of claims of product/ lot purchases, and compliance against all applicable requirements.
- Serves as the first escalation point for product returns and customer credit requests and act as a backup for other Customer Service Representatives.
- Creating intercompany purchase orders and updating in the SAP system; Confirming import shipping documents and coordinating delivery dates to our 3PL warehouse with forwarders
- Order inbox assignments & management, order entry for orders received via electronic and manual methods, processing credits and debits, inbound phone calls, replacements, returns, complaints and some complex products (i.e., reserve order material, products with characteristic selections
- Review and edit orders to ensure accuracy and timely delivery of materials and follow-up or re-promise of order commitments.
- Ensure proper documentation is attached to orders within all systems.
- Process activities in compliance with established Customer Service Procedures, SOP and SDS requirements. Lonza’s ISO 9001 certification requires compliance with these procedures.
- Document all customer contact interactions in order text tabs or as when necessary in SAP/ SFDC, tell the ‘story’ to enable correct and consistent response to customers.
- Determine validity of each price by reviewing the customer's Purchase Order and all pertinent items. Review additional items to determine all factors related to each quotation, including contacting Pricing and Contracts Team when needed.
- Perform other duties as assigned.
Key requirements:
- Diploma/ Degree in any field
- Proficient in MS Office and SAP is a must
- Proficiency in Japanese, both written and verbal, JLPT3 and above is required for this role as you will be working closely with the Japanese team based in Japan.
Every day, Lonza’s products and services have a positive impact on millions of people. For us, this is not only a great privilege, but also a great responsibility. How we achieve our business results is just as important as the achievements themselves. At Lonza, we respect and protect our people and our environment. Any success we achieve is no success at all if not achieved ethically.
People come to Lonza for the challenge and creativity of solving complex problems and developing new ideas in life sciences. In return, we offer the satisfaction that comes with improving lives all around the world. The satisfaction that comes with making a meaningful difference.
