Are you ready to start revolutionizing biomedical research? When you join Miltenyi Biotec, you join a family that is passionate about making a real impact - one breakthrough at a time. For over 30 years, we have played a pivotal role in the design, development, manufacture, and integration of products for sample preparation, cell separation, cell analysis, imaging, and cell culture needs. These developments have led to cutting-edge cell and gene therapies - transformative methods that mobilize the body's own cells and genetic blueprint to tackle diseases such as cancer and autoimmune conditions. Today, our more than 18,000 solutions play a vital role in paving the way for the medicine of tomorrow.

Your Tasks:

The Customer Data Management Coordinator is responsible for managing the case flow for an extensive product portfolio containing research and clinical consumables, as well as research and clinical instrument equipment and services. In this role, you are supporting a variety of customer data management activities within SAP Sales & Service Cloud, SAP CRM and SAP ERP, including customer account creation, review, maintenance, validation and assurance of data quality and accuracy to enable efficient processing of quotes and sales orders. This position requires coordination with customers, marketing, sales, finance, and CRM teams, locally (US) and globally (HQ), to ensure timely and accurate set up and maintenance of customer accounts. Your dedication and commitment to excellence will make a real difference in the lives of patients suffering from cancer and degenerative diseases.

Essential Duties and Responsibilities:

• Communicate, correspond and interact with customers through a variety of traditional and digital channels.
• Follow specific standard operating procedures (SOPs) and work instructions while conducting all business-related duties and transactions. Adhere to applicable ISO and compliance standards.
• Continuously fields a high volume of incoming emails / cases received through various Customer Service managed communication channels for an extensive product portfolio containing research and clinical consumables, as well as research and clinical instrument equipment and services.
• Determine appropriate case type assignment and prioritization to enable workflow distribution to the appropriate team(s) in an effective, accurate and timely manner.
• Apply critical thinking and judgment when reviewing and assessing acceptability of purchase orders in compliance with established business policies and required documentation.
• Identify, validate and assign account information in alignment with the data provided on the customer PO; determine accurate level of billing and shipping accounts by interpreting purchase order data; identifies account discrepancies and addresses those for corrective action within the Data Management function.
• Reject acceptance of PO's when purchasing criteria or billing/shipping party is missing required customer data, or is not in compliance with established business policies, terms and conditions. Clearly communicates requirements, both verbally and in writing.
• Coordinate with customers, marketing, sales, finance, and CRM teams, locally (US) and globally (HQ), to ensure timely and accurate set up of customer accounts.
• Responsible for all aspects of customer account and data management in CRM/ERP in compliance with established business policies, including creation, activation, revision, maintenance and archiving activities of all accounts, addresses and/or contacts while ensuring data integrity (level 1 through 4). Obtains and shares required documentation to finalize account set up (W-9; federal Tax ID; tax exempt certificates; etc.) with relevant functions.
• Utilize and understand various data sources such as sales tax, promo, quotation, contracts, and territory assignments to ensure accurate maintenance and processing of PO validation functions.
• Apply due diligence in customer account screening processes adhering to applicable compliance standards. Research and verify customer provided company information via reliable resources to validate authenticity and acceptability.
• Utilize various digital systems, tools and technologies required to enable execution and completion of everyday tasks. Ensure all supportive documentation is stored and documented systematically.
• Responsible for verification and validation of all CVT (Customer Verification Tool) tasks in SAP CRM for webshop created accounts, contacts, and transactions to enable order replication into SAP ERP.
• Assist in monitoring back office tools and confirms orders for verified accounts replicate successfully into SAP ERP and troubleshoots and/or escalates observed failures when necessary.
• Create new Discount Sales Agreements (DSA) in SAP CRM and processes revisions and/or renewals of existing DSAs (level 3 & 4).
• Other duties as assigned.
• Work Environment: Remote Flex - 50% onsite / 50% remote.

Requirements:

• High School Diploma required, associate degree or higher level of education preferred; Minimum of 2-4 years of professional customer data / customer account management / procurement experience; or a combination of education and experience.
• 2 years of Customer Service experience in a B2B environment, preferably in the life sciences, medical device, or pharma industry.
• Meticulous attention to detail, quality, and data integrity required.
• Excellent and effective professional communication skills required, verbally and in writing (English).
• Strong people skills; Interpersonal and relationship building skills.
• Strong focus to foster a great customer experience.
• MS Office Suite (Teams, Excel, Word, Outlook, PPT) - Intermediate.
• Minimum typing speed at 40 wpm with an accuracy of 95% or higher.
• Intermediate to advanced experience working with SAP ERP (SD) and CRM, or other large-scale ERP/CRM tools.
• Experience with Sales & Service Cloud / Case Management platforms.

Abilities:

• Effective and professional communication skills, verbal and written.
• Work effectively in ambiguous and/or stressful situations.
• Ability to multi-task and switch between various channels, including telephone, email, other.
• Ability to handle a large volume of work with firm deadlines.
• Effective time management, organization and problem-solving skills.
• Ability to work independently and as part of a team.
• Ability to operate within / navigate between a multitude of digital systems / sessions seamlessly.
• Ability to remain calm, patient and courteous with customers at all times, including stressful situations.

Physical Demands:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee is regularly required to walk; use hands to finger, handle, or feel; reach with hands and arms and talk or hear. The employee is required to stand; climb or balance and stoop, kneel, crouch, or crawl. The employee must occasionally lift and/or move up to 25 pounds. Specific vision abilities required by this job include close vision, color vision, peripheral vision, depth perception and ability to adjust focus. Must have ability to handle more than one task at a time and must work at a rapid pace while maintaining attention to detail.

Work Environment:

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. This job is performed in an office environment with little to no exposure to extreme hot or cold temperatures.

As a global team of over 3,000 diverse innovators, we are united by a shared vision to advance research and improve patient care worldwide. Our mission transcends mere scientific discovery; we are on a quest to unravel the complexities of biology and transform them into tangible solutions that propel research to unprecedented heights.

Here, you will contribute to work that is breaking barriers, blending the wonders of biological discovery with the pursuit of well-being for all. Every day presents a chance to make a tangible impact and play a key role in accelerating the journey of research from the lab to the market.

Join Miltenyi Biotec and immerse yourself in an environment where your efforts are significant, your contributions are valued, and your work truly matters.

For Candidates based in California, the anticipated base salary range has been established at $51,100-$69,100/year. The salary of the finalist(s) selected for this role will be set based on a variety of factors, including but not limited to, internal equity, experience, education, specialization, skills, abilities, and training. The above salary ranges represent the Company's good faith and reasonable estimate of the range of possible compensation at the time of posting. In addition to your salary, the Company offers a comprehensive benefits package including health, vision, and dental insurance, plus a 401(k) plan. All benefits are subject to eligibility requirements. Certain positions are eligible for additional forms of compensation such as bonuses or commissions.

Miltenyi Biotec North America is an EO Employer - M/F/Veteran/Disability/Sexual Orientation/Gender Identity.

Miltenyi Biotec, Inc. participates in E-Verify.