Customer Experience Specialist
FreshCut Paper
ERP
Job Level
Mid-LevelSenior
Tech Stack
ERP
About the role
- Validate technical aspects of orders to ensure order accuracy, completeness and technical feasibility along with company requirements for shipping and revenue recognition.
- Provide customers and sales with order verification, updates on delivery dates, and product availability.
- Forward looking review of backlogs and manages ship schedule to ensure timely delivery.
- Identify and pass sales leads to sales team as appropriate.
- Provide phone and email support for order and delivery related enquiries.
- Drive cross-functional efforts to resolve issues associated with order to delivery processes.
- Coordinate, perform review and consolidate submission of documents for order fulfilment.
- Communicate with customers and other relevant Illumina teams on delivery arrangements.
- Keep records of customer interactions and transactions through Case Management.
- Drive and own MyIllumina / B2B adoption and provide MyIllumina training to customers; manage and resolve e-commerce exceptions.
- Develop understanding of Illumina's account management requirements and identify opportunities to improve the customer experience.
- Identify areas of improvements on order-to-delivery process and propose solutions to close process gaps.
Requirements
- Good understanding and experience on international shipment and import/export process.
- Relevant experience in Middle East, Africa, Turkey or Russia is a plus.
- Strong experience working with international freight forwarder and local logistics partner.
- In-depth knowledge of ERP, CRM, eCommerce and MS Suite.
- Demonstrated ability to multi-task, work in team settings, and work independently when required.
- Must be very detail oriented.
- Understand and/or deploy key internal business processes.
- Understand policies, practices and procedures to exercise sound judgement in handling or referring non-ordinary scenarios.
- Applies advanced skills to resolve complex problems, propose a solution, and work through resolution of the issue.
- Possess customer first mindset and strive to deliver delightful customer experience.
- Familiar with reviewing and running basic reports.
- Preferred: At least 3-5 years of customer support experience.
- Preferred: B.S in Life Sciences, Chemistry or business strongly preferred.
- This role is not eligible for visa sponsorship.
- Illumina conducts background checks on applicants for whom a conditional offer of employment has been made.
