Senior Export Customer Service Representative (Order Fulfillment)

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, groundbreaking solutions to solve the worlds 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 Diagnostics Companies at Danaher. Together, were working at the pace of change to improve patient lives with diagnostic tools that address the worlds biggest health challenges.

Position Summary:

• Perform key customer service tasks and maintain customer satisfaction at a high level.
• Partner with RSA, EMEA and US teams to drive continuous improvement initiatives.

Essential Job Responsibilities:

• Support all export and domestic strategic and operational goals to help achieve company revenue targets.
• Effectively manage your respective customer portfolios and create a center of excellence that establishes and implements best practices with a continuous improvement attitude.
• Ensure DBS tools are properly leveraged and used within the department and cross functionally.
• Collaborate closely with other teams within Cepheid RSA to ensure alignment of processes.
• Team with other support functions such as demand planning, logistics, technical support, service center, repair center field staff, sales etc. to maintain a strong collaboration geared toward maintaining or enhancing customer satisfaction at the highest levels.
• Create solutions and develop strategies to optimize the customer order management experience in both export and domestic markets.
• Facilitate the creation of standard work around the internal order management process to identify and resolve quoting and pricing issues.
• Work closely with finance, legal and other departments to develop expertise in the team around the order management process.

Day to Day Activities:

• Ensure all customer orders are processed and sent to logistics before specified cut-off times and adhere to the 3PL requirements for seamless order delivery process to customers.
• Every customer query (internal and external) to be actioned and responded to timeously. Customer recons to be completed as and when required.
• Instrument / systems to be processed and sent to the relevant departments for their actions timeously ensuring no delay is caused by customer service in the installation dates set between sales, FAS, service center and the customer.
• Complete and flag all customer and internal emails received at order.sa@cepheid.com daily. This includes responding to every email that requires your feedback or intervention.
• Various portals and share points are used in the department to complete activities, these must be treated in the same way emails are treated, as mentioned in the point above.
• Ensure all quotations, you are responsible for are completed within the agreed upon SLAs
• Always check case queue and close all SFDC cases you hold responsibility for within the specified timeframe, never allowing the department to reflect red in the global tracker for this measurement.
• Ensure compliance with 8x8 availability and answering of customer calls timeously.
• Compliance in terms of contract processing on SAP and filing of the relevant contract and paperwork is mandatory.
• Billing of rentals must be done accurately and according to the customer billing date, making reference to the relevant SOP.
• Reporting, updating of spreadsheets and all presentations to be completed before due dates to ensure timeous submission.
• As and when required, you will need to be a back up to your team members, this requires you to complete your duties as well as theirs to the highest satisfaction levels ensuring no activity, order, email, or response is missed.
• For our departmental activities always follow the RSA order management work instruction D61781.

At Cepheid we believe in designing a better, more sustainable workforce. We recognize the benefits of flexible, remote working arrangements for eligible roles and are committed to providing enriching careers, no matter the work arrangement. This position is eligible for a remote work arrangement in which you can work remotely from your home. Additional information about this remote work arrangement will be provided by your interview team.

At Danaher we bring together science, technology and operational capabilities to accelerate the real-life impact of tomorrows 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 whats 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.