The purpose of the Customer Service and Sales Support Representative (CSR) is to help customers place and manage their orders and support the company’s efforts to dispatch orders promptly. The CSR serves as the “face” of Fujifilm Healthcare Americas Corporation/PCI group to our customers and is the primary contact between the customer and internal team members. The CSR is required to problem-solve to reply to customers promptly, offer new solutions to situations, and facilitate internal communication regarding customer orders. Additionally, the CSR is responsible for import/export documentation coordination to support the ongoing Duty Drawbacks program. This is an on-site position five (5) days per week.

At FUJIFILM Healthcare Americas Corporation, we’re on a mission to innovate for a healthier world, and we need passionate, driven people like you to help us get there. Our cutting-edge healthcare solutions span diagnostic imaging, enterprise imaging, endoscopic and surgical imaging, as well as in-vitro diagnostics.

But we don’t stop at healthcare; our Non-Destructive Testing (NDT) team harnesses advanced radiography solutions to keep transportation infrastructure, aerospace, and oil and gas assets safe and running smoothly.

Ready to innovate, collaborate, and make a difference? Join us and bring your big ideas to life while working in a dynamic, flexible environment that fuels your creativity and drive. 

Our headquarters is in Lexington, Massachusetts, an inspiring healthcare research hub in a historic town. 

Fujifilm is globally headquartered in Tokyo with over 70,000 employees across four key business segments of healthcare, electronics, business innovation, and imaging. We are guided and united by our Group Purpose of “giving our world more smiles.” Visit: https://www.fujifilm.com/us/en/about/region/careers

Duties and responsibilities

• Serve as direct point of contact for order management for a determined set of accounts.
• Provide backup for any account when the head of customer service is out of the office.
• Reply to customer inquiries within one business day, even if only to acknowledge the inquiry while further research is being done.
• Partner with Account Managers to review and approve POs and return confirmed POs back to customer promptly.
• Enter customer purchase orders (POs) into the SAP system and notify Account Managers and Scheduler of new orders entered. Release products for shipping as they are completed. Manage open orders in SAP.
• Partner with Production Scheduler to obtain order/product completion schedules and notify customers.
• Send shipment confirmation, invoices, product certification, digital InSight program, and shipping documentation to customer within 24-hours of the shipment. Supply customers with Return Authorization numbers. Manage digital and paper document storage to support audits.
• Research, resolve and respond to customer inquiries in a positive, supportive manner.
• Communicate customer complaints, product issues or failures to the Quality, Sales, and Engineering departments.
• Support Account Managers or the head of Customer Service during quoting, costing and other customer relationship duties as requested. Provide quotes as requested by Account Managers.
• Collect and coordinate shipping documentation required to support the Duty Drawbacks program. Manage daily activity required for this effort.
• Other duties as requested by head of sales or head of customer service.
• Comply with all applicable U.S. Food and Drug Administration (U.S. FDA) medical device regulatory requirements, applicable ISO 13485 standard requirements and all other applicable laws, regulations, and standards.

Qualifications

• High School Diploma or Equivalency is required.
• Associate or bachelor's degree preferred, or post-high school professional training equivalent to the role.
• Minimum 3 years’ experience in customer service, preferably in manufacturing setting.
• Demonstrated track record effectively building relationships with (external) customers and internal sales, engineering, and other colleagues across the organization.
• Knowledge of customer service best practices.
• Experience with everyday business software including Microsoft suite (Outlook, Word, Excel, PowerPoint) and enterprise relationship management (ERP) software. Familiarity with SAP is especially helpful.
• Strong organizational skills and attention to detail.
• Service oriented, positive, can-do attitude both with customers and coworkers.
• Ability to work independently and collaboratively as part of a team.
• Set priorities and manage multiple tasks; remain flexible as priorities can change quickly.
• Tactfully and proactively communicate with customers both verbally and through email.
• Solve problems with logical and thoughtful analysis of available options.
• Punctual, responsible and accountable.
• Demonstrates strong written communication skills with the ability to convey information clearly and professionally by email, while remaining aware of the potential for misinterpretation.
• Open to new opportunities and willing to offer suggestions for improving existing processes.

Physical requirements

• Ability to work at a desktop or laptop computer for most of the workday.

Travel

• None anticipated. The job is located in our HCUS-PCI facility at 151 Domorah Drive, Montgomeryville, PA 18936.

In the event that COVID-19  vaccine mandates issued by the federal government, or by state or local government become effective and enforceable, the Company will require that the successful candidate hired for positions covered under relevant government vaccine mandate(s) be fully vaccinated against COVID-19, absent being granted an accommodation due to medical or sincerely held religious belief or other legally required exemption.  

Applicants to positions where vendor credentialing or other similar requirements exist to enter facilities will be required to comply with the credentialing requirements of the facilities, including complying with vaccine requirements. 

For all positions, the Company encourages vaccination against COVID-19 and requires that the successful candidate hired be willing to test for the COVID-19 virus periodically and wear a face covering indoors as required, absent being granted an accommodation due to medical or sincerely held religious belief or other legally required exemption.

Fujifilm is committed to providing equal opportunities in hiring, promotion and advancement, compensation, benefits, and training regardless of nationality, age, gender, sexual orientation or gender identity, race, ethnicity, religion, political creed, ideology, national, or social origin, disability, veteran status, etc.

If you require reasonable accommodation in completing this application, interviewing, completing any pre-employment testing, or otherwise participating in the employee selection process, please direct your inquiries to our HR Department (hcushr.department@fujifilm.com or (330) 425-1313).