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Customer Service Order Management Specialist
hace 4 meses
At Cepheid, we are passionate about improving health care through fast, accurate diagnostic testing. Our mission drives us, every moment of EVERY day, as we develop scalable, ground-breaking solutions to solve the world’s most complex health challenges. Our associates are involved in every stage of molecular diagnostics, from ideation to development and delivery of testing advancements that improve patient outcomes across a range of settings. As a member of our team, you can make an immediate, measurable impact on a global scale, within an environment that fosters career growth and development.
Cepheid is proud to work alongside a community of six fellow Danaher Diagnostics companies. Together, we’re working at the pace of
change on diagnostic tools that address the world’s biggest health challenges, driven by knowing that behind every test there is a patient waiting. Learn about the Danaher Business System which makes everything possible.
The Customer Service Order Management Specialist is responsible for the processing of customer orders, complaints, credits notes, invoice management and dispute resolution for customers from multiple countries across Europe. This role will deliver an enhanced customer experience through customer communication, effective resolution of customer issues and a culture of continuous improvement. At Cepheid, our vision is to be the leading provider of seamlessly connected diagnostic solutions.
In this role, you will have the opportunity to:
* Process and track customer orders to delivery, problem solve delivery issues and strive for continuous improvement of OTD (On Time Delivery) metric
* Ensure capturing and resolution of complaints. Investigate root causes to resolve recurring issue resulting in complaints.
* Ensure invoice management & dispute resolution working in close collaboration with Accounts Receivable
* Ensure processing of credit notes
* Demonstrate commitment in resolving customers issues and responding to order status enquiries, ensuring a high level of customer satisfaction
* Team with other functions such as Demand Planning, Logistics, Finance, Tech Service to maintain a strong collaboration geared towards maintaining or enhancing customer satisfaction
* Answering the telephone / forwarding calls, manage incoming correspondence and re-direct if needed to the departments/persons in charge
The essential requirements of the job include:
* A first successful work experience in an Order Management role.
* Experience with ERP systems such as SAP and CRM systems, SFDC as well as MS Office products including Word, Excel, and Outlook.
* Fluent in French and English as well as an additional European language among Italian, Dutch, German.
Travel: minimum 10% - regional and some international travel may be required
#Li-Hybrid
At Cepheid we believe in designing a better, more sustainable workforce. We recognize the benefits of flexible, hybrid working arrangement for eligible roles and are committed to providing enriching careers, no matter the work arrangement. This position is eligible for a hybrid work arrangement in which you can work part-time at the Company location identified above and part-time remotely from your home. Additional information about this hybrid work arrangement will be provided by your interview team. Explore the flexibility and challenge that working for Cepheid can provide.
At Danaher we bring together science, technology and operational capabilities to accelerate the real-life impact of tomorrow’s science and technology. We partner with customers across the globe to help them solve their most complex challenges, architecting solutions that bring the power of science to life. Our global teams are pioneering what’s next across Life Sciences, Diagnostics, Biotechnology and beyond. For more information, visit www.danaher.com.
At Danaher, we value diversity and the existence of similarities and differences, both visible and not, found in our workforce, workplace and throughout the markets we serve. Our associates, customers and shareholders contribute unique and different perspectives as a result of these diverse attributes.
