成都招聘

岗位概述：       

负责订单管理、订单处理、发货和包裹追踪等方面的客户交互沟通。分类转接客户问题。

岗位职责：

• 记录并上报客户致电咨询的非技术性订单问题
• 向区域销售人员传达销售机会
• 与客户进行沟通，并将订单输入系统，包括定制订单和NCSO订单
• 为客户解决订单与报价之间的差异问题
• 跟踪订单状态并传达给客户和内部客户
• 解决订单和货运问题
• 处理货运的其他文件单据需求
• 发运仪器并协调交付
• 积极复查积压事项，管理发货日程安排，确保及时交货
• 根据需要处理贷项/重计账单/调整等问题
• 执行提供可计费的服务/时间和材料/搬迁案例创建和发票管理
• 向客户介绍MyIlumina和B2B
• 通过为客户量身定制的交互沟通，推动客户采用MyIllumina和B2B
• 管理和解决电子商务的异常情况
• 协调配合季度末开展的支持活动，包括仪器分期和收入确认的支持活动
• 管理和处理下单到交货流程的所有投诉

所列职责是本岗位相关的基本要求，并非详尽无遗。具体职责可能根据工作需要而有所调整

期望条件：

• 了解宜曼达和竞争对手产品的相关知识
• 了解和/或部署关键的内部业务流程
• 了解关键的客户参与流程（P）
• 掌握商务软件（如CRM、ServiceMax、Javelin、Tableau）
• 引导内部及外部合作伙伴的对接（P）
• 能够解决处理棘手困境

以上所列要求是本岗位的基本职能；工作开展中可能需要合理完成额外的任务和职责。

期望的工作经验/教育背景：

• 通常要求具有本科学历外加至少0-2年相关经验，或同等的工作经验。
• 优秀的中英文书面和口头交流技能。
• 全面掌握微软Office和Outlook软件，能够探索掌握新的软件应用。

• 非常注重细节，并致力于及时交付高质量的工作。
• 以客户为导向。

Position Summary:

Manages customer interactions for order management, order processing, dispatch and shipment tracking. Triages customer questions.

Responsibilities:

• Logs & escalate inbound non-technical order related questions
• Communicates opportunities to territory sales
• Communicates with Customers and input orders into system including for custom and NCSO orders
• Resolves PO vs. quote discrepancies for the customers
• Tracks & communicates order status to customers & internal clients
• Resolves order and shipment issues
• Manages additional documentation needs for shipment
• Dispatches instrument and coordinates delivery
• Actively reviews backlog and manages ship schedule to ensure timely delivery
• Processes credit/rebills/adjustments as required
• Executes billable services/time and materials/relocation case creation and invoice management
• Introduces MyIlumina / B2B to customers
• Drives MyIllumina / B2B adoption through tailored interaction
• Manages and resolves e commerce exceptions
• Coordinates end of quarter support activities including instrument staging and revenue recognition support activities
• Manages and resolve all complaints related to order to delivery process
• Listed responsibilities are an essential, but not exhaustive list, of the usual duties associated with the position. Changes to individual responsibilities may occur due to business needs.

Preferred Requirements:

• Illumina/Competitive Products Knowledge
• Understand and/or Deploy Key Internal Business Processes
• Understand Key Customer Engagement Processes (P)
• Utilize Commercial Tools (e.g., CRM, ServiceMax, Javelin, Tableau)
• Navigate Internal & External Partners (P)
• Deal with Difficult Situations

All listed requirements are deemed as essential functions to this position; however, business conditions may require reasonable accommodations for additional task and responsibilities.

Preferred Experience/Education:

• Typically requires a Bachelor’s degree and a minimum of 0-2 years of related experience; or equivalent work experience.
• Good written and verbal communication skills in English and Mandarin.
• Thorough knowledge of Microsoft Office and Outlook and possess an innate ability to navigate through new software applications.
• Strong attention to details and commitment to deliver quality work in a timely manner.
• Customer oriented

作为全球基因组学的领导者，Illumina为科研、临床及各应用领域提供全面的第二代基因测序解决方案。全球超过90%的测序数据基于Illumina的技术产生。通过合作创新，Illumina在肿瘤、生殖健康、遗传病、微生物、农业、法医学等领域都在取得开创性的进步。Illumina致力于促进人类对遗传健康的理解，我们的愿景是通过解码基因组而改善人类健康。