长沙招聘

ESSENTIAL JOB RESPONSIBILITIES:

• Attend Customer Care Hotline
• Order parts/modules for Repair center.
• Process RMA and outbound shipments for all service related activities.
• Monitor and maintain customer technical support events to determine shipment activities.
• Monitor RMA’s to ensure equipment is returned for complaint investigation handling.
• Process purchase orders for billable service activities, which relate to service calls and preventative maintenance events.
• Prepare service contract quotations, setup bill plans, review documentation and process invoices to ensure entitlement does not lapse due to processing.
• Dispatch Field Service Engineers for service calls as appropriate and actively communicate with the FSE to confirm all logistics to ensure proper recording and communications, include Repair/ Installation/ PM etc.
• Maintain precise record keeping both on paper and across multiple software platforms. Continuously drive accurate and high quality results, which align with Cepheid’s high standards for customer care with continuous compliance of SOX and CFDA regulations.
• Actively seek and identify new approaches to enhance business processes.
• Continuously meet or exceed standard performance goals as established by manager.
• Contribute to growing department capabilities which may include assisting to build more scalable processes, supporting documentation and/or metrics needs, improving quality, etc.

MINIMUM REQUIREMENTS:

Education or Experience (in years):

• degree or equivalent professional experience.
• Minimum of 3-years experience in Customer Service or Order Management role in the Medical Device industry.

Knowledge and skills:

• Outstanding organizational skills and the ability to work independently

• Good working knowledge of MS Office

• Experience within ERP / CRM systems an advantage (SAP and Salesforce)

• Good ability to discover and use new software

• Ability to function under pressure

• Excellent customer relationship management, phone presence and written

• Good command of English both in oral and written

微信分享