(Archived) Customer Service & Finance Coordinator

As a people first values-based culture, we provide free weekly wellness sessions focused on our employee's physical and mental wellbeing, and flexible work arrangements. We offer a generous employer 401k match and an employee stock purchase plan for long-term financial wellness. Our full array of health, financial and voluntary benefit programs are what you would expect from a recognized Best Place to Work

**FLEXIBLE IN-OFFICE HOURS / COMPETITIVE SALARY / EXCELLENT BENEFITS**

The Customer Service & Finance Coordinator (CS&FC) is responsible for customer order entry and delivery completing orders and ensuring the accuracy of Master Data, Pricing, Accounts Receivable and communications with the Warehouse Teams at our 3rd Party Logistics (3PL) locations. The CS&FC will provide input on the development of processes for order entry, delivery completing orders, creating & maintaining customer accounts/data at Dechra and the 3PL’s. This position can also be tasked with aspects of Product Quality Control (PQC) information gathering, and initial reporting. The CS&FC manages and responds to customer issues working closely with the Customer, the 3PL provider, Dechra Sales, Marketing, Finance, Customer Demand, and Veterinary Services teams. The CS&FC is responsible for inbound and outbound customer-facing activities including prompt handling of customer questions, issues and orders. The CS&FC supports entry of orders into /Oracle, tracking and follow-up of customer orders/deliveries and sets up new Dechra direct accounts, and manages aspects of the relationship and communication with our distribution purchasers. This role is responsible for the processing and management of sample orders through the Salesforce interface.

Experience in a profession with good analytical skills (data management, accounting, etc.) is necessary.

Key Responsibilities

• Author draft communications for customer supply changes and updates to be delivered to buyers at our distribution partners
• Monitor Dechra and 3PL metrics to ensure open orders are moving through the system appropriately at Dechra and 3PL. Investigate any orders not moving through the process within 24 hours of order receipt
• Investigate customer issues and drive problem to resolution to ensure we maintain best in class customer support
• Work closely with our logistic partners to ensure timely delivery of our products
• Ensure all POs, credits, and debits, are completed in a timely manner according to Dechra guidelines including entry of damaged/expired goods and approved free or discounted goods credits.
• Liaise with the Regulatory / Quality Department to manage PQC process implementation for Customers to ensure full compliance of quality and FDA expectations
• Collaborate with the Operations and Demand Manager/Finance Department to develop SOPs for order processing, returns, and applying credits to an account.
• Maintain a positive relationship with Dechra service providers and customers
• Ensure consistent tracking of customer conversations and issues to understand and improve the customer experience
• Manage product allocations, and provide sales updates internally and externally when necessary
• Support and assist in the year-end physical inventories at our 3rd Party Logistics (3PL) locations
• Maintain / report product backorder updates in an automated fashion (Oracle)
• Assist Salesforce Administrator and Business Analyst with customer data quality, completeness and analysis initiatives
• Ad Hoc project work as time allows with Quality, Customer or Product Supply, Regulatory or Information Technology (IT)
• 15% other (primarily accounting support – check runs etc.)

Skills

• Commitment to ensuring projects are completed correctly
• Self-motivated
• Highly organized and detail oriented
• Proficient in 10 keying and typing

Competencies

• Attentiveness
• Clear Communication Skills
• Problem Solving
• Goal Oriented Focus
• Customer Service
• Product Knowledge
• Teamwork
• Planning and Organizing

Qualifications

• College degree preferable

Knowledge and Experience

• Proficient with MS Excel
• Demonstrate strong analytical & organizational skills with the ability to handle multiple tasks and prioritize (time management
• Must be a team player with flexibility to get any task completed
• Excellent computer skills (MS Office) and an ability to pick up new systems & software
• Experience with ERP system, Oracle preferred
• Ability to influence
• Mandatory to have solid interpersonal skills and be adaptable
• Customer purchase order confirmation, freight coordination and experience understanding of terms and conditions

Additional Details: Occasional travel may be required