Orbis Clinical is seeking a Global OPUS Customer Operations Analyst located in Waltham, MA (Hybrid 2-3 days onsite, days are flexible) for 6 months.

Job Title: Global OPUS Customer Operations Analyst

Location: Waltham, MA (Hybrid 2-3 days onsite, days are flexible)

Contract: 6 months to start (maternity leave coverage)

Overview

• Company is an innovative life sciences company focused on providing cell culture, purification and single use solutions for the biopharmaceutical markets. Our OPUS product portfolio includes several products used in the downstream purification and quality control of biological drug production. The OPUS product line is distinctly open platform, providing opportunities for customization. 
• Our OPUS product line is experiencing tremendous growth. We are currently seeking an experienced Customer Service professional to support this complex custom-made product worldwide. 
• The successful candidate will be responsible for serving as the Global OPUS Customer Operations Analyst and customer advocate, mainly supporting our Breda team in the Netherlands, while ensuring best practice service and support from company is delivered. They will provide support of the customer for the lifecycle of the OPUS order; from receipt of the customer’s purchase order through the various activities for order management, fulfillment, resin pick up (if required) delivery and post- delivery support when required.

Responsibilities

• As a member of the customer service team, the Global OPUS Order Support Analyst will provide seamless project coordination, customer service and support of company’s global customer’s inquiries and orders:
  • Supporting customer products and unique account requirements
  • Executing the OPUS Resin Pick-up Service coordination when required 
• Responsibility for the lifecycle of the OPUS custom order utilizing multiple business systems and reporting tools. 
• Serve as the Customer’s advocate by coordinating and communicating internal and external communication, activities and resolution.
• Partner with product management, supply chain and distribution to ensure the downstream process of pick, pack, ship and deliver is executed to the customer’s expectation.
• Facilitate the launch of the complaint process with customers by providing the documentation and escalation required internally for resolution with Product Management, Quality, Manufacturing, Supply Chain and the Sales team.

Qualifications

• Bachelor’s Degree or equivalent required
• Demonstrated passion for providing excellence in the customer experience
• 2+ years’ experience in global customer service/order management with a strongly developed commitment to client services
• 2+ years working with SAP systems, experience in Salesforce.com a plus
• Life Sciences industry experience preferred
• Supply chain, logistics or contract administration experience a plus
• Understanding of import/export/trade compliance requirements globally
• Understanding of revenue recognition requirements for a publically held company
• Experience in an ISO9001 quality system a plus
• Outstanding attention to detail and strong organizational skills
• Exceptional analytical skills
• Ability to organize and manage multiple priorities with multiple stakeholders
• Excellent verbal and written communication skill required for internal and external purposes
• Comfort working in a fast-paced, small company environment
• Bachelor’s Degree or equivalent required

Compensation Details:

• Orbis Clinical is an equal opportunity employer that provides a reasonable range of compensation for our positions. Actual compensation is influenced by a wide array of factors including, but not limited to, skill set, level of experience and specific office location.
• The Pay Range for this position is $33.54 - $46.20 per hour, can vary depending on employment status.
• Orbis Clinical offers eligible employees health benefits (medical, dental, and vision), employer-paid basic life and AD&D insurance, and a partial employer match on a 401(k). 

EEO and Reasonable Accommodation Statement:

Epic Staffing Group is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, genetic information, veteran status, or any other characteristic protected by law. We also consider qualified applicants with criminal histories, consistent with applicable law. If you need assistance or an accommodation during the application process, please contact us.

By applying for this position, you agree that any calls from Orbis Clinical and its subsidiaries may be monitored or recorded for training and quality assurance purposes.