Job Description

IMA Group is a global leader in the development and production of automatic machines for the processing and packaging of pharmaceutical, cosmetics, food, tea and coffee products. We are constantly oriented towards innovation, thanks to significant investments in R&D and a constant dialogue with customers, the territory and local suppliers. We promote an environmentally friendly attitude towards achieving sustainable development. Our history is characterized by a constant growth, realized also with the continuous investment on the development of people and their skills. We are over 7,000 employees, 58% in Italy and 42% in the rest of the world, present in more than 80 countries.

IMA Life North America , a division of the IMA Group , specializes in aseptic processing and freeze-drying solutions for the pharmaceutical and biotechnology industries.

Part of IMA Life, it focuses on the pharmaceutical sector and delivers advanced technologies for filling, lyophilization, and isolation ensuring maximum sterility and product integrity for customers around the globe. We are looking for a Customer Service Planner to join our Tonawanda, NY team.

JOB SUMMARY

The Customer Service Planner supports the preparation and coordination of tools, materials, and shipments required for service and project activities. The role also helps manage logistics, inventory, and scheduling to ensure timely and efficient execution of customer service operations.

• Prepare specialty tool sets for project and service jobs based on technical documentation.

• Inventory tools as they are returned to the plant from project and service jobs.

• Prepare tool lists for job boxes for service, project, and capital installs.

• Prepare materials for service and project jobs.

• Coordinate shipments for pre-series, series, and service requirements.

• Assemble materials for capital install jobs.

• Desire and ability to be cross-trained and fill in gaps when necessary within the Customer Service organization.

• Manage the supply base for products and materials released for production or in process.

• Participate in the physical inventory process and verification.

• Label and inventory items utilizing SAP.

• Manage shipments.

• Manage specific tool and material requirements and understand customer-specific site requirements.

• Assist supervisor and technical department with updates of service orders based on Customer Service Technician feedback as needed.

• Assist with production floor material orders.

• Monitor and update the technicians' work schedules and intervention plans.

• Update material requirements in CRM.

SKILLS AND EXPERIENCES

• High school diploma or higher.
• Basic understanding of mechanical and electrical hand tools.
• Proficient in Microsoft Word and Excel.
• Experience in logistics, production, and planning within an industrial setting.
• Ability and willingness to assume responsibility for all job functions.
• Self-driven, with a positive attitude toward learning and performing any task you have been trained on.
• Willingness to travel.

WHAT WOULD MAKE YOU A GREAT FIT

• Knowledge of SAP (preferred).
• Intercultural competence.

SALARY RANGE

• $ 40'000 - $ 45'000 + eligible for overtime

WHAT WE OFFER

• GLOBAL ENVIRONMENT: A dynamic and innovation-driven workplace, part of a multinational and multicultural group.
• DIVERSITY & INCLUSION CULTURE: Promoted through the Corporate Code of Ethics and dedicated programs.
• CONTINUOUS LEARNING: We view learning as a strategic lever for growth and motivation. We support internal training and external development initiatives.
• WELLBEING: We provide comprehensive medical, dental, vision, and disability insurance and a 401(k)-retirement plan.

IMA IS AN EQUAL OPPORTUNITY EMPLOYER.

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