Customer/Product Support - Associate

Customer/Product Support - Associate Req ID #:  87172 Location: 

Boston, MA, US, 02116 For 70 years, Charles River employees have worked together to assist in the discovery, development and safe manufacture of new drug therapies. When you join our family, you will have a significant impact on the health and well-being of people across the globe. Whether your background is in life sciences, finance, IT, sales or another area, your skills will play an important role in the work we perform. In return, we’ll help you build a career that you can feel passionate about. Job Summary

This position is the primary contact for Business Development Executives to initiate and complete administrative tasks associated with their territory.

Responsibilities:

• Prepares and manages customer quotes as requested by Business Development Executives.

• Creates and submits orders through Great Plain (ERP) & internal MBS ordering system.

• Coordinate the entire sales process for assigned accounts.

• Coordinate with Operations team to ensure the product is available to complete order

• Follows up on orders and serve as a liaison between the Sales and Operations teams.

• Participate in and contribute actively to weekly Sales and Operations meetings.

• Manage customer database, product order forms, and purchase orders for assigned accounts.

• Follow up with customers on outstanding product order forms or purchase orders.

• Process new leads as they come in from website and Salesforce

• Serve as a backup to Customer Service in managing Bioresearch hotline by triaging customer & US distributor calls & assigning to the appropriate person for quickest response

• Triage and handle customer requests or issues for your assigned accounts.

• Run donor and inventory reports to help identify products or donors for a specific customer request.

• May visit key accounts to handle follow up as needed.

• May attend and support sales team during local vendor shows and potentially larger regional trade shows.

• Assist and back up other Sales Liaisons as needed

• Demonstrate excellent telephone relationship-building skills by making good opening statements, connecting with the customer, asking opened and high gain questions to determine needs, and provide solutions for customer concerns/questions.

• Make outbound telephone calls to customer organizations at all levels and functional areas where purchasing decisions are made as needed for sales support activities.

• Mentor and train Customer Service representatives as needed. Job Qualifications

Requirements:

• Discretion in handling confidential and sensitive matters.

• Excellent communication skills

• Ability to work in a fast paced environment and multitask.

• Proficient use of Microsoft Office products including Word, Excel, Outlook, and PowerPoint.

• Ability to quickly learn new software programs as needed.

Education, Experience and Licensure

• High school diploma or comparable education, required.

• Bachelor’s degree in Biological Sciences preferred

• Minimum 2 years’ experience supporting Sales team activities

• Experience utilizing Salesforce or other CRM products

About Research Models & Services

Fundamental to basic research and discovery is the use of in vivo models to help identify disease targets and determine potential biological pathways that regulate the condition.  As the world’s leader in the production and distribution of the highest quality research animal, with 1 out of 2 animal models produced for preclinical research globally, we understand the importance of this step. With seven decades of experience, our expertise is unmatched, allowing us to provide you with the perfect model, including disease-specific and preconditioned options, for basic research and beyond.

About Charles River

Charles River is an early-stage contract research organization (CRO). We have built upon our foundation of laboratory animal medicine and science to develop a diverse portfolio of discovery and safety assessment services, both Good Laboratory Practice (GLP) and non-GLP, to support clients from target identification through preclinical development. Charles River also provides a suite of products and services to support our clients’ clinical laboratory testing needs and manufacturing activities. Utilizing this broad portfolio of products and services enables our clients to create a more flexible drug development model, which reduces their costs, enhances their productivity and effectiveness to increase speed to market.

With over 17,000 employees within 90 facilities in 20 countries around the globe, we are strategically positioned to coordinate worldwide resources and apply multidisciplinary perspectives in resolving our client’s unique challenges. Our client base includes global pharmaceutical companies, biotechnology companies, government agencies and hospitals and academic institutions around the world. And in 2019, revenue increased to $2.62 billion.

At Charles River, we are passionate about our role in improving the quality of people’s lives. Our mission, our excellent science and our strong sense of purpose guide us in all that we do, and we approach each day with the knowledge that our work helps to improve the health and well-being of many across the globe. We have proudly supported the development of ~85% of the drugs approved by the FDA in 2019.

Equal Employment Opportunity

Charles River Laboratories is an Equal Opportunity Employer - M/F/Disabled/Vet.

If you are interested in applying to Charles River Laboratories and need special assistance or an accommodation due to a disability to complete any forms or to otherwise participate in the resume submission process, please contact a member of our Human Resources team by sending an e-mail message to crrecruitment_US@crl.com. This contact is for accommodation requests for individuals with disabilities only and cannot be used to inquire about the status of applications.

For more information, please visit www.criver.com.

Nearest Major Market: Boston

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