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Grifols Shared Services North America, Inc Customer Service Representative II in Durham, North Carolina


Grifols has been a leader in the healthcare industry since 1909 by creating innovative products and services based on the values of ethics, quality and responsibility. Grifols' activities focus on fulfilling the needs of its patients as well as healthcare professionals working in therapeutics, pharmacy, diagnostics and blood banking. For more than 100 years, Grifols has developed, manufactured and marketed product designed to improve human health. Grifols manufactures plasma derived biopharmaceutical products of proven efficacy, quality and safety. For more information, please visit our website: http://www.grifols.com

Position Overview:

This role is responsible for developing and maintaining world-class relationships with both External and Internal Diagnostics customers, including the Commercial Operations and Technical Support departments. Ensures on-time and complete delivery of goods to Diagnostics Customers in the Americas region by developing and maintaining key relationships with all Logistics providers (manufacturers, warehouses and freight carriers). The position is a key member of the America’s Supply Chain Organization responsible for process development to improve efficiency and contribute to Cost Savings Initiatives. The position is also a bilingual role (Spanish).

Responsibilities include but are not limited to:

  • Acting with minimal supervision, deliver quality products and services on time to all customers, internal and external; Where applicable, provide employees with training and resources to meet or exceed customer requirements; Monitor processes and products to identify opportunities for continuous improvement. In some cases, minimal domestic and International travel may be required

  • Maintenance of sales order entry into SAP

  • Coordination and Management of outbound shipments to Customers, this includes but is not limited to facilitating import permits, meeting logistic requirements and other related process

  • Responsibilities may include management of more complex customer accounts

  • Manage the Track and Trace process to insure meeting the validated shipping requirements

  • Customer invoicing and SOX compliance

  • Management of Logistics Providers, including 3PL warehouses and Freight Carriers

  • Maintenance of SAP transactions to ensure data integrity and traceability of products

  • Coordination and closure of quality system events for Alliance Products as required

  • Contribute to Supply Chain strategic/special projects, acting as SCM/ business lead as required

  • Collaborate with Planning/Procurement group for ongoing analysis of the required levels of inventory to meet customer requirements

  • Ongoing analysis of Supply Chain Key Performance Indicators (KPIs) including Customers On-time Delivery Performance

  • Provide subject matter expertise and general leadership to junior associates within the department

  • Perform Other duties which may be assigned by the department manager - These may include specific trade specialist and customs related responsibilities (i.e. managing relationships with customs brokers, monitor adherence to import regulations, review and approve freight supplier invoices for international transactions)

Skills/Qualifications/Education: To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skills, education, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

  • Bi-lingual in Spanish

  • Associates Degree, advanced training or equivalent experience required

  • 3-5 years of experience in customer service roles; Prior experience in pharmaceutical industry or air transportation preferred

  • SAP experience (MM/SD modules) preferred

  • Working knowledge of MS office components, especially Excel, Word and PowerPoint

  • Proven ability to work under pressure and with ambiguity

  • Demonstrated analytical and problem-solving skills

  • Demonstrated ability to focus on key customer needs

  • Excellent communication and interpersonal skills

  • APICS certification/ Six Sigma or equivalent is desirable

  • Depending on the area of assignment, directly related experience or a combination of directly related education and experience and/or competencies may be considered in place of the stated requirements. Example: If a job level requires a Bachelor’s degree plus 4 years of experience, an equivalency could include 8 years of experience, an Associate’s degree with 6 years of experience, or a Master’s degree with 2 years of experience.

Work is performed in an office environment with exposure to electrical office equipment. Frequently sits for 6-8 hours per day. Frequent hand movement of both hands with the ability to make fast, simple, movements of the fingers, hands, and wrists. Occasionally walks and stands. Occasionally bends and twists neck. Light to moderate lifting and carrying objects with a maximum lift of 25lbs. Frequently drives to site locations with occasional travel within the United States. Able to communicate information and ideas so others will understand; with the ability to listen to and understand information and ideas presented through spoken and written words and sentences. Interacts with others, relates sensitive information to diverse groups. Must work with diverse groups to obtain consensus on issues.

EEO Minorities/Female/Disability/Veterans

Req ID: 234513