Customer Experience Specialist
3 days ago
**Position Summary**:
The Customer Experience Specialist role reporting to Supervisor/Manager, Customer Excellence (APAC) is part of the Bioproduction Group. It is a customer facing role supporting Sales, Operations, and Product Management with executing orders, and is responsible for the cross-functional execution of catalog and custom orders with the primary focus on relationship building and delivering a superior customer experience. Works under general direction using discretion to complete tasks, frequently solves problems through research of multiple alternatives, builds stable working relationships with internal and external contacts, and impacts the immediate workgroup through accuracy of tasks and information provided.
**Responsibilities**:
- Work with interfacing functions to ensure timely and accurate processing and delivery of orders (Feasibility, Packaging Engineering, Chemical Formulations, Accounting, Pricing, Product Management, Instruments, Distribution, and Customer Service)
- Serve as the customer advocate throughout internal processes. Troubleshoot, escalate and resolve issues and risks jeopardizing customer commitments
- Communicate action plans and resolution to customer in a timely manner
- Run reports, analyze data, develop presentations, support and participate in continuous improvement initiatives
- Work closely with customers to accurately capture purchase order requirements
- Meet BioProduction business objectives around On-Time In-Full delivery, Customer Allegiance scores, and revenue targets for given account assignments
**Minimum Requirements/Qualifications**:
- Requires BS/BA, or High School diploma with three years of customer facing environment (biotechnology industry preferred)
- Willing to work in New Set up environment
- Must have experience Processing Orders in various systems (e.g. Oracle R12, SAP, Salesforce)
- Supply Chain experience an advantage
- Works in an office/manufacturing environment. The physical demands described above are representative of those that must be met by an employee to successfully perform the essential functions of this job.
- Limited travel is required (
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