 Providing what a customer needs, how and when they need it, is at the core of SAFC Biosciences offering.
Customer support is the focus of each capability and service offered and is the driving force behind each customer relationship. Nowhere is this more visible than in Customer Service, which offers true global support.
Dedicated Customer Support
Building relationships with customers and approaching each interaction as a partnership with a customer defines the SAFC Biosciences global Customer Service team. Each member of the team has a level of familiarity with biopharmaceutical customers that is unique within the industry. Their understanding of customers’ business, cell culture needs and histories is unmatched – from shipping and receiving processes to supply chain management requirements to receivables and financial policies to quality expectations.
Personalized attention and ongoing relationships mean that you can rely on SAFC Biosciences Customer Service as an extension of your capabilities and a partner in your business on a regular basis.
Expertise
The expertise of the SAFC Biosciences Customer Service team ensures successful delivery of critical and complicated high-value products and services that meet customers’ individual receiving and quality specifications.
One of the areas in which we provide a truly unique level of expertise is in exportation of biologic products used by cell culture-manufacturing based companies. Our export experts can assist with specific country regulations and can facilitate the import processes; in addition, with our regulatory group, they continually monitor changes and regulations regarding biopharmaceutical materials. Efforts ensure that products move as timely as possible through customs processes so that customers receive them when needed and as needed.
World Class Service
One of the focuses of Customer Service is consistent unification across service groups with a commitment to ongoing training for each representative. The goal: to consistently provide the highest level of support possible with quick, accurate responses to customer needs. Unification across our global team means that if your dedicated Customer Service Representative is unavailable another associate on the team can provide the same high level of service with instant contact for assistance.
Because our representatives have visibility to the entire SAFC Biosciences global supply chain, they are able to share the most accurate real-time information with customers and to liaise with multiple functional groups within SAFC Biosciences on the customer’s behalf.
An Example of World Class Service by a Dedicated Customer Support Representative:
A high-dollar, temperature sensitive raw material was inbound from Australia to the US for the production of a liquid media. The material cleared customs later than expected, which delayed delivery to SAFC Biosciences. The freight company was going to hold the material at their facility over the weekend under uncertain temperature conditions. The Customer Support Representative drove to the freight company, picked up the material and stored the material at the proper temperature. This ensured that a SAFC Biosciences representative had control over the shipment at all times, and that the material was kept at the appropriate temperature. The Customer Service Representative’s actions resulted in significant cost and time savings by ensuring that manufacturing was not delayed.
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