Customer Service Coordinator, Cell Culture

Job description

3438253
Additional Cities

Amersham
Career Level

Experienced
Relocation Assistance

No
Business

GE Healthcare
Business Segment

Healthcare BioPharma
Function

Sales
Country/Territory

United Kingdom
Postal Code

HP7 9NA
Role Summary/Purpose

Working as Customer Service Coordinators, we aim to provide seamless support to all customers and distributors for our Life Sciences business. Using our own initiative, we take ownership & responsibility for solving problems for the complete order lifecycle management. We drive increased customer satisfaction through exceptional customer care. We pride ourselves on excellent training and a culture of helping our people achieve their potential.
Essential Responsibilities

We are experts in anticipating what our customer wants and know how to be flexible to their specific needs. We aim to make the order process as straight forward as possible. We take full ownership and responsibility from start to finish and our aim is to be communicating effectively with Sales, distribution and Finance throughout the process. We are experts in fulfilling a customer contract from Order entry to Revenue Collection, ensuring that our customers’ requirements are fully met. 

Key Responsibilities/essential functions include: 

·  Establishing and maintaining effective communication with appropriate individuals throughout the process such as Modality Leaders, Commercial Operations Team, Distribution, Finance and Sales teams
·  Order Entry and order management to deliver as required
·  Pro-active and timely Backlog Management
·  Follow Shipment and installation to ensure Revenue collection occurs on time
·  Measuring order accuracy
·  Work as part of a team and adopt a flexible approach to maintain and improve the quality of service
·  To provide excellent customer service for customers, both internal and external
·  Build close relationships with customers and commercial partners and respond to queries in a timely and professional manner
·  Work as part of a team and adopt a flexible approach to increase and maintain the quality of service
·  Provide knowledge and accurate information to customers
·  Ensure the above responsibilities are implemented in accordance with agreed service level and standard operating procedures
·  Provide the following specific support for customers:

·  Order entry
·  Delivery, stock information & Product information
·  Management of service calls
·  Management of replacements & free of charge shipments
·  Proactive customer satisfaction calls
·  Monitor and follow-up on customer queries

This role is deemed to be in scope for the proposed disposition of the GE Biopharma Business to Danaher, which is expected to close in the first quarter of 2020, subject to customary regulatory approvals.
Qualifications/Requirements

·  Written and oral fluency in English and French
·  Excellent communication and interpersonal skills
·  Excellent organisational skills and ability to prioritise workload
·  Problem solving skills, initiative, proactive / pre-emptive and strong attention to detail
·  Competent MS Office skills and be comfortable working with different systems
·  Previous client and customer service experience
·  Ability to work well in a busy customer service environment
·  Flexibility and willingness to work as a team member
 

Applications from job seekers who require sponsorship to work in the UK are welcome and will be considered alongside all other applications. However, non-EU/EEA candidates may not be appointed to a post if a suitably qualified, experienced and skilled EU/EEA candidate is available to take up the post, as the employing body is unlikely, in these circumstances, to satisfy the Resident Labour Market Test. For further information please visit the UK Border Agency website
http://www.ukba.homeoffice.gov.uk/visas-immigration/working

Desired Characteristics

·  Order management experience
·  Sound understanding of the order fulfilment processes
·  Experience with Order Management systems

About Us

GE (NYSE:GE) drives the world forward by tackling its biggest challenges. By combining world-class engineering with software and analytics, GE helps the world work more efficiently, reliably, and safely. GE people are global, diverse and dedicated, operating with the highest integrity and passion to fulfill GE’s mission and deliver for our customers. www.ge.com
Primary Country

United Kingdom
Primary State/Province

England
Primary City

Amersham