Customer Care Specialist - Emerging Markets

September 16

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Illumina

WebsiteLinkedInAll Job Openings

5001 - 10000

💰 $750M Post-IPO Debt on 2023-01

Description

• The Customer Care Specialist performs a broad range of functions in support of the customer ordering process. • 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, product availability and pricing. • 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 remove roadblocks that cause delays in order processing and deliveries. • Independently troubleshoot complex order and delivery issues. • Provide support on customs clearance, documentations, and domestic delivery arrangement. • Coordinate and assist Shipping to prepare appropriate shipping and trade compliance documentation. • Keeps records of customer interactions and transactions, recording details of inquiries, complaints, and comments, as well as actions taken through Case Management. • Analyzes problems, determines approach within guidelines, compiles and analyzes data and prepares reports for ad-hoc transactional use and ability to analyze data to drive decision making. • Initiate customer visits and identify areas of improvements on order-to-delivery process and propose solutions to close process gaps. • Establish end-to-end order fulfilment process workflow to support the business.

Requirements

• Good understanding and experience on international shipment and import/export process. • Relevant experience in Middle East, Africa, Turkey is a plus. • Strong experience working with international freight forwarder and local logistics partner. • Functional knowledge of Microsoft Office and experience with a CRM and/or ERP system (SAP and SFDC are preferred). • Strong interpersonal skills with demonstrated ability to work effectively in a team environment, in both leadership and member role. • Demonstrated ability to multi-task, work in team settings, and work independently when required. • Must be very detail oriented and diligent. • Understand and/or deploy key internal business processes. • Strong organization and time management skills. • Good understanding of policies, practices and procedures. • Demonstrate skills, knowledge and ability to recognize matters needing attention and initiate action. • Self-motivated with a desire to provide excellent customer service. • Basic experience in creating, sorting and review reports.