Work Schedule
Standard (Mon-Fri)
Environmental Conditions
Office
Job Description
The Customer Experience Specialist role 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.
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Supports: Cell Culture and Cell Therapy business units and is responsible for supporting GIBCO custom media.
Essential Functions:
Run reports, analyze data, develop presentations, support and/or lead customer conference calls and participate in continuous improvement initiatives.
Work closely with customers and Account Managers to accurately capture purchase order requirements and secure business.
Meet BioProduction business objectives around On-Time In-Full delivery, Customer Allegiance scores and revenue targets for given account assignments.
Education:
Requires BS/ BA or High School diploma with three years of customer facing environment (biotechnology industry preferred).
Successful candidate is intellectually curious and results oriented with strong skills in the following areas: written and verbal communications, interpersonal cross functional team-based interaction, organizational and detail orientation, analytical, planning, problem solving and the basics of project management methodologies.
Experience:
Must have experience processing orders in various systems (e.g. Oracle E1/R12, SAP, Salesforce).
Contacts:
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.
Working Conditions:
Works in an office 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. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.