Fareva is currently seeking an experienced Customer Service Manager to join our team in Morton Grove.

Who we are:

Fareva is a leading contract manufacturer of pharmaceutical and personal care products. Located at intersection of Golf and Waukegan Road. in Cook County. Employs 271 full time employees. Comfortable climate controlled facility covering over 550,000 square feet.

About the role:

· Manage business relationships with assigned customers per rules of engagement and will serve as the customer’s single point of escalation, for all communications outside of routine production planning and project management. The Customer Service Manager leads and coordinates the response to customer queries involving service levels, Quality Release status for commercial product, shipping issues, customer owned inventory, monthly inventory reconciliation and calculation of applicable consumption credits, etc.

· Work with production planning, manufacturing and quality to identify and resolve issues that impact order fulfillment and customer satisfaction. Lead and contribute to cross-functional teams supporting customer satisfaction;

· Responsible for working with Inventory Control Coordinator (Materials Management) in the disposal and invoicing for excess / obsolete inventory as identified by the Inventory Control Coordinator or Production Scheduler

· Responsible for using an advanced knowledge of SAP and Excel to respond to customer specific requests for information. This position requires the ability to develop queries in SAP and create analytical spreadsheets for short and long term solutions.

· This position deals directly with customers at all levels of the organization.

A high degree of accountability and decision making is required to perform this role effectively.

· Lead, coach and mentor customer service team, ensuring they have the correct skills and tools to enable them to carry out their role effectively and to the best ability.

What you'll do:

· Liaison between customer and operational departments within FAREVA in support of existing business operations.

· Manages prioritization and timely resolution of customer escalation queries and requests

· Lead / Participate cross-functional teams as needed to improve customer satisfaction

• Notification of site management of critical customer issues.
• Contribute to the successful delivery of Fareva Business KPI’s.

Our ideal candidate:

Education and experience

• Bachelor's Degree (Science in Business Administration, or similar preferred) or equivalent experience
• 3+ years of experience in an environment where the required experiences are gained (manufacturing environment preferred)

· Extensive knowledge of SAP (IM/WM/SD) modules

• Superior oral and written communication skills
• Ability to understand and apply contracts to business transactions
• The position requires a high level of analytical reasoning, intuition and critical thinking
• Ability to interpret general business requests and develop analytical solutions utilizing SAP and Excel
• Proficient with queries in SAP.
• Proficient in Excel (including analytical functions) and Power Point
• Excellent written and verbal communication skills
• Capable of working and negotiating with all levels of an organization
• Professional competency to represent Fareva with external customers
• Ability to prioritize and resolve multiple tasks.
• Involvement in decision/planning processes with upper management
• Inventory Management
• Production Operations (knowledge of plant operations)
• Financial / Procurement (strong understanding of plant financial systems and costing)
• Executing business transactions with Customers (inventory or scheduling, etc.)
• Mental capacity to work with complex data models
• Working with contracts
• Demonstrated ability to provide deliverables on time and accurately

· Demonstrated working knowledge of Supply chain (inventory, sales and distribution)

Job Type: Full-time

Pay: From $105,000.00 per year

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Flexible spending account
• Health insurance
• Paid time off
• Parental leave
• Retirement plan
• Vision insurance

Schedule:

• Day shift
• Monday to Friday

Ability to commute/relocate:

• Morton Grove, IL 60053: Reliably commute or planning to relocate before starting work (Required)

Education:

• Bachelor's (Required)

Experience:

• Customer service: 3 years (Required)

Work Location: In person

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