Sr. Sales Operations Specialist in Nationwide Hong Kong at Cepheid

Date Posted: 4/3/2018

Job Snapshot

Job Description

Job ID: CEP001344

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 www.cepheid.com or follow us on Twitter (@CepheidNews).


Description

POSITION SUMMARY:


The Sr. Sales Operations Specialist will be responsible for providing on demand assistance to Cepheid customers as first level support for Hong Kong and Macau order processing and also reagent orders. This position is highly audited and requires attention to detail. It helps with prompt issue identification, proper routing and escalation, and will act as a central person to provide routine information on product and services. Receives and follows established processes and procedures. This person will report to General Manager, Great China. 


ESSENTIAL JOB RESPONSIBILITIES:



  • Process Instrument Orders in SAP and updating the workflow in SFDC.

  • Act as first level, Tier 1, order management support to internal and external customers via phone and email.

  • Monitor inbound EDI, email, and phone queues and respond to basic questions regarding order status, price and availability, tracking information, order confirmation/invoice reprints, etc. 

  • Triage, and escalate more complex scenarios to other Sales Ops Specialists, or Management, as well as, Technical Support or other external departments.

  • Process urgent inbound purchase orders and miscellaneous orders which have failed electronic entry.

  • Ensure proper and concise documentation of inquiries and issues that come in to Order Management to assist with tracking of trends and turnaround time.

  • Follow SOPs to ensure order adherence to SOX requirements and procedures set forth in ISO regulations.

Job Requirements



Qualifications

MINIMUM REQUIREMENTS:

 

Education or Experience (in years): 


  • Associate degree with 2 years of experience in a customer service or support role or Bachelor's degree 1 year experience in a customer service or support role or Bachelor's degree.



Knowledge and skills: 


  • Excellent oral and written communication skills.

  • Superior telephone etiquette and an ability to deal effectively with internal or external customers, peers, and management.

  • Excellent data entry skills to quickly and accurately review and input data.

  • Ability to multitask in a fast paced, call center environment is mandatory.

  • Able to prioritize workload effectively.

  • Able to build a collaborative work relationship with different groups within the organization.

  • Good command of English.


Other: 


  • Shift: Day Shift, M-F.


PREFERRED REQUIREMENTS (optional):



  • Experience with SAP and/or SFDC is a big plus


  • Customer Service experience within a medical device or manufacturing environment is preferred


  • Instrument or capital equipment order processing a plus. International shipments also a plus.


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, dental, environmental and applied solutions. Our globally diverse team of 62,000 associates is united by a common culture and operating system, the Danaher Business System, which serves as our competitive advantage. We generated $16.9B in revenue last year. We are ranked #133 on the Fortune 500 and our stock has outperformed the S&P 500 by more than 1,300% over 20 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.