Customer Operations Specialist

We are looking for a confident and approachable Customer Operations Specialist. This role will suit someone who enjoys with the logistics aspect of an order, from preparing the order electronically to be issued to the Logistics team, to physically ship the goods and who likes to exceed customer expectations.

The Details...

The Customer Operations Specialist maintains the smooth operational processes for the customer journey, specifically pertaining to orders, Export Control, compliance, and order amendments. Whilst ensuring all regions are aligned with current processes and understanding the requirement for new processes and change in process.

He or she is also involved with the logistics aspect of an order, from preparing the order electronically to be issued to the Logistics team, to physically ship the goods.

The successful candidate will provide continuous support across the Customer Service teams, queries ranging from order placement, to Export Control regulations. The candidate will primarily be an escalation point for the offshore teams – and should be confident in understanding how the systems work to provide quick and correct answers to complex scenarios.

Responsibilities include:

• Oversee and ensure order processing is in line with the SLA’s, working closely with the other regions, and offshore team.
• Providing support for the service teams, to ensure any queries or escalations are actioned within the SLA.
• Designing, implementing, delivering, and supporting new and existing processes for the other regions and offshore team.
• Ensure all accounts and orders are compliant with D&B software, and Export Control is approved (if required).
• Train and onboard new hires and provide refresher training to existing colleagues.
• Spot trends and themes and understand the root cause/identify potential solutions.
• Managing and working with 3rd party vendors – such as global logistics partners.
• ‘Picking’ of orders manually where required.
• Amending complex orders within D365.
• Creating complex manual orders.
• Liaising with the service and sales teams to streamline the customer journey where possible.
• Reporting on trends and recurring issues.
• Understand where there are gaps in process and provide suitable solutions.
• Understand how and where the company can ship – what are the risks and limitations, based on customer/country/product level.
• Support the offshore team to understand workstack and priorities.
• Be a key link to the other regions in developing their skills and knowledge.

What We're Looking For...

A highly driven and motivated individual to join the APAC Customer Services team as a Customer Operations Specialist. Someone with a strong dedication to customer service in Genomics. This role will suit someone who enjoys front line customer engagement and who loves to exceed customer expectations in Genomics space.

• Diploma/Degree
• Must have relevant experience working in Genomics sector.
• Experience with a reporting system with multiple data sources.
• Understanding of an ERP system, and various modules such as finance, logistics, supply chain.
• Understanding of a customer journey from order placement to order delivery.
• Previous support role with end user interaction, such as Customer Support, Operations
• Has worked previously with multiple systems – such as Salesforce, Magento, D365.
• Excellent communication.
• Excellent time management.
• Prioritization of day-to-day workload.
• Deliver accurate weekly/monthly reports.
• Understanding of the business needs and key stake holders involved in decision making.
• Highlight recurring issues and impact change.
• Able to identify the root cause of an issue and action/implement the resolution.
• Work with stakeholders to deliver projects and resolve support tickets within the SLAs.
• Highly motivated self-starter.
• Able to work in a fast-paced environment.
• Can work independently and part of a team dynamic.
• Keen to develop own career and understand where training/more knowledge is required.

We regret that only shortlisted candidates will be notified.