Senior Export Customer Service Representative (Order Fulfillment) at Cepheid

Essential Job Responsibilities:

• Support all export and domestic strategic and operational goals to help achieve company revenue targets.
• Effectively manage your respective customer portfolio’s and create a center of excellence that establishes and implements best practices with a continuous improvement attitude.
• Ensure DBS tools are properly leveraged and used within the department and cross functionally.
• Collaborate closely with other teams within Cepheid RSA to ensure alignment of processes.
• Team with other support functions such as demand planning, logistics, technical support, service center, repair center field staff, sales etc. to maintain a strong collaboration geared toward maintaining or enhancing customer satisfaction at the highest levels.
• Create solutions and develop strategies to optimize the customer order management experience in both export and domestic markets.
• Facilitate the creation of standard work around the internal order management process to identify and resolve quoting and pricing issues.
• Work closely with finance, legal and other departments to develop expertise in the team around the order management process.

Day to Day Activities:

• Ensure all customer orders are processed and sent to logistics before specified cut-off times and adhere to the 3PL requirements for seamless order delivery process to customers.
• Every customer query (internal and external) to be actioned and responded to timeously. Customer recons to be completed as and when required.
• Instrument / systems to be processed and sent to the relevant departments for their actions timeously ensuring no delay is caused by customer service in the installation dates set between sales, FAS, service center and the customer.
• Complete and flag all customer and internal emails received at [email protected] daily. This includes responding to every email that requires your feedback or intervention.
• Various portals and share points are used in the department to complete activities, these must be treated in the same way emails are treated, as mentioned in the point above.
• Ensure all quotations, you are responsible for are completed within the agreed upon SLA’s
• Always check case queue and close all SFDC cases you hold responsibility for within the specified timeframe, never allowing the department to reflect red in the global tracker for this measurement.
• Ensure compliance with 8x8 availability and answering of customer calls timeously.
• Compliance in terms of contract processing on SAP and filing of the relevant contract and paperwork is mandatory.
• Billing of rental’s must be done accurately and according to the customer billing date, making reference to the relevant SOP.
• Reporting, updating of spreadsheets and all presentations to be completed before due dates to ensure timeous submission.
• As and when required, you will need to be a back up to your team members, this requires you to complete your duties as well as theirs to the highest satisfaction levels ensuring no activity, order, email, or response is missed.
• For our departmental activities always follow the RSA order management work instruction D61781.