Customer Service Representative

Job Description

Job Description Job ID: CEP004506
About Us
At Cepheid, we are passionate about improving healthcare through faster, more accurate diagnostic tests. With our GeneXpert® System, we’ve taken the most sophisticated molecular technology and packaged it into an automated, easy-to-use format that has quickly become the platform of choice worldwide. From the largest laboratories to small physician offices, our game-changing solution delivers critical answers when clinicians and patients need them most. Through strong molecular biology capabilities and ongoing product innovation, we are focused on developing tests for healthcare-associated infections, sexual health, critical infectious disease, virology, and oncology applications. Come join our vision for a better way and help make life better for us all! For more details, visit us at [ Link Removed ] or follow us on Twitter (@CepheidNews).
Description

• POSITION SUMMARY:
  A varied role with responsibility for a range of activities including tender management generating quotations, verifying and entering orders, responding to customer enquiries, maintaining excellent relationships with customers, supporting the sales team, etc.
  ESSENTIAL JOB RESPONSIBILITIES:
  •Proactively and quickly resolve customers issues and enquiries, maintaining a high level of customer satisfaction
  •Respond timely and efficiently to customer enquiries via different communication channels
  •Provide information on products and prices to internal and external customers
  •Actively work with sales team to support the business growth
  •Tender management:◦ Perform daily tender monitoring,
  ◦Coordinate the timely answer to the tenders
  ◦Support to the sales team in providing tools and data for the pre-tender management
  •Support the commercial team in the quotations creation and responding to various requests
  •Maintain pricing in terms of documentation and in the ERP
  •Process customer orders in compliance with company policies and practices
  •Manage effectively a portfolio of order ensuring that they get all delivered within the delivery dates requested by the customer
  •Manage customer returns and credit notes
  •Team with other functions such as Demand Planning, Logistics, Finance, Tech Service to maintain a strong collaboration geared towards maintaining or enhancing customer satisfaction
  •Ensure compliance to internal policies, quality procedures and Sarbanes-Oxley Act (SOX)
  •Actively engage in the continuous improvements within the Customer service team according to quality and Sarban Oxley standards and in the KPI follow up
  •Attend daily meetings with the rest of the team with a continuous improvement attitude to drive process improvements, efficiencies and drive customer satisfaction
  TRAINING RESPONSIBILITIES: (REQUIRED)
  • Complete all assigned training courses in due time

Job Requirements
Qualifications

• MINIMUM REQUIREMENTS:
  Education and Experience (in years):
  •High school degree (or equivalent experience) with 1-2 years of relevant work experience
  • Preferably in a fast-paced Order Management role, preferably in the Medical Diagnostics or related industry
  •Experience with ERP systems such as SAP and CRM systems as well as MS Office products including Word, Excel, and Outlook
  Knowledge and skills:
  •Strong written and verbal communication skills
  •Ability to communicate effectively in English. Other languages (Spanish, Portuguese, French, Dutch) are a plus
  •High attention to details with the ability to effectively review and understand sales agreements, proposals, purchase orders, and related information
  •Strong focus on driving customer satisfaction
  •Good problem solving and analytical skills.
  •Demonstrating good judgment and initiative
  •Self-motivated, confident, reliable and able to plan and follow up on outstanding issues
  •Able to operate in a fast-paced environment
  •Should be an outgoing, positive, team player
  •Strong sense of accountability

Danaher Corporation Overview
Danaher is a global science & technology innovator committed to helping our customers solve complex challenges and improve quality of life worldwide. Our world class brands are leaders in some of the most demanding and attractive industries, including life sciences, medical diagnostics, environmental and applied solutions. Our globally diverse team of 71,000 associates is united by a common culture and operating system, the Danaher Business System, which serves as our competitive advantage. We generated $19.9B in revenue last year. We are ranked #162 on the Fortune 500 and our stock has outperformed the S&P 500 by more than 5,200% over 25 years. At Danaher, you can build a career in a way no other company can duplicate. Our brands allow us to offer dynamic careers across multiple industries. We're innovative, fast-paced, results-oriented, and we win. We need talented people to keep winning. Here you'll learn how DBS is used to shape strategy, focus execution, align our people, and create value for customers and shareholders. Come join our winning team. Danaher is committed to competitive compensation that typically has key components including base salary, variable annual incentive compensation based on personal and company performance, and long-term incentive.