Customer Success Manager responsible for client relationships and growth strategies for HSI products. Focused on account retention and upsell with high value customers in Australia.
WS
Hybrid Customer Success Operations Specialist
Posted 3 months ago
About the role
- Customer Success Operations Associate improving processes and workflows for customer success with hybrid work requirements. Focused on efficiency, data integrity, and customer experience.
Responsibilities
- Fostering high performance culture, focused on efficiency, accountability, collaboration, and continuous improvement
- Supporting all inflowing requests for customer related documents globally
- Managing orders accurately End to End for standard orders, samples, lab orders for proprietary business and contract manufacturing in the relevant ERP system
- Issuing Quotations, Order acknowledgements, Returns, Credit and Debit notes; DA‘s, notifications
- Verifying orders which come in through the OCR queue or webstore
- Taking care of Export and Import handling as well as pricing related activities, Initiating new customers through data creation, triggering Item creation
- Updating customer master data and information records through SAP as well as providing copies of certifications, documents etc. for customers.
- Handling Document Control, CMIR incl. Shipping instructions
- Internal stakeholder relationship management (SCM/Ops/Quality/Shared Services)
- Liaising with plants and wider supply chain to identify best way forward in case the customer requested dates cannot be met
- Cooperation with the customer experience unit supporting internal audit findings and projects for continuous improvement
- Other duties as assigned
Requirements
- High School Diploma GED or equivalent required
- 3+ years in client services or customer service required
- Knowledge or experience with ERP tools like SAP with Sales and Distribution
- Working knowledge of MS Office or the willingness to learn it quickly
- Highly proficient in written and spoken English and one further language of our business areas
- Strong communication skills
- Strong people skills – approachable, good listener, empathetic
- Strong learning capacity
- Ability to work independently in global environment
- Understanding of Incoterms and Export/Commercial Documentation
- Able to comply with the company’s safety and quality policies at all times
Benefits
- health insurance
- retirement plans
- paid time off
- flexible work arrangements
- professional development
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
Tech skills
Location requirements
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