Job Deion

The customer support specialist in APAC performs a broad range of functions in support of the customer ordering process, from quote generation to order entry, inventory and planning collaboration, logistics and shipping involvement, customs clearance and ultimately delivery.

The unique workload varies by geography assigned and staffing demands in the region and in regions with a greater number of staff, the position may be highly specialized, focusing on a single area of the customer ordering process, such as service order processing.

All About You

Responsibilities:

Core Functions:

Validate technical aspects of orders to ensure order accuracy, completeness and technical feasibility along with company requirements for shipping and revenue recognition.
Provide customers with order verification, updates on delivery dates, product availability and pricing.
Identify and pass sales leads to sales team as appropriate.
Work closely with Technical Support, Manufacturing, Finance, Sales and Marketing to ensure that Illumina provides a positive and collaborative experience for their customers
Provide phone and email support to customers.
Provide analytical and specialized administrative support with general instructions.
Check purchase orders of distributors for accuracy (quantity, price, deion, etc.)
Convert sales process notifications (ations, delays, etc.) into local language documents where appropriate.
Work with accounts receivable to maintain up-to-date customer finance details.
Work closely with team members from Product Management, Planning, Sales, Finance and Logistics to resolve issues and ensure accurate and timely delivery of orders.
Monitor purchase/sales orders and update status to ordering parties.
Proactive communicate to sales team when change of order status is received.
Coordinate and assist Shipping to prepare appropriate shipping and trade compliance documentation, work closely with freight forwarders or shipping partners to ensure timely delivery
File documentation ly and assist in auditing
Review, book, manage all aspects of commercial and internal sales orders received from the business in an efficient and timely manner.

Advanced Functions:

Review detailed customer order specifications for custom products.
Coordinate with service team to arrange delivery of instruments, installation reagents and other reagents and parts as required.
Train new employees to use the necessary systems for Customer Support.
First pass screen of customer terms and conditions prior to passing to Contracts department for deeper review.
Handles special projects such as new product introductions, upgrades, obsolescences and others as needed.
Execute research and data analysis tasks

Senior Functions:

Design, train and oversee new employee training to use the necessary systems for Customer Support.
Analyzes problems, determines approach within guidelines, compiles and analyzes data and prepares reports and recommendations.
Coordinates high level activities between departments and outside parties.
Contacts Illumina employees at all organizational levels to gather information and prepare reports.

Requirements:

2-5 years of industrial experience, preferably with a biotech company, required.
1 year of customer support experience required.
Experience working with a freight forwarder or strong experience with international logistics preferred.
Experience working with ERP systems (SAP, JDE, etc.) or other order entry software preferred.
Familiarity with Internet commerce sites and overall comfort with technology strongly desired
Strong interpersonal and customer service skills
Strong desire to provide total customer support, going further to address customer core needs.
Strong written and verbal communication skills in English and one other language (Mandarin, Japanese, Korean preferred)
Experience independently solving problems and working effectively in a team environment
Excel, Outlook, Word experience required. Comfort with technology preferred.
Must be very detail-oriented.

Education:

B.S in Life Sciences, Chemistry or business strongly preferred.

Job Deion (工作說明)

基本職責(zé)與職位范圍：

亞太地區(qū)的客戶支持專家在客戶訂購流程方面發(fā)揮了眾多作用，這包括從生成新報價到訂單輸入、庫存管理、規(guī)劃協(xié)作、物流運輸、通關(guān)及最終交付。

工作量的多少主要取決于地理分布和人員配置需求。如某個地區(qū)的工作人員越多，則其工作職位就可能越趨于高度專業(yè)化，專注于客戶訂購流程中某一單一領(lǐng)域，如訂單處理服務(wù)。

任務(wù)和職責(zé)：

驗證訂單的技術(shù)方面，確保訂單的準(zhǔn)確性、完整性，以及公司要求發(fā)貨和收入確認(rèn)的技術(shù)可行性。
為客戶提供訂單驗證、交貨日期更新、產(chǎn)品供貨狀態(tài)和價格。
發(fā)現(xiàn)銷售機會，并通知給相應(yīng)的銷售團隊。
與技術(shù)支持、制造、財務(wù)、銷售和市場營銷部門密切合作，以確保Illumina為客戶提供一個積極、協(xié)同的體驗。
為客戶提供電話和電子郵件支持。
提供分析性和專業(yè)化的行政支持，并配有一般性指令。
檢查經(jīng)銷商采購訂單的準(zhǔn)確性（數(shù)量、價格、描述等）
將銷售過程中的通知（確認(rèn)、延遲等）轉(zhuǎn)換成本地的語言文件（如適用）。
處理應(yīng)收賬款，更新客戶賬務(wù)詳情。
與產(chǎn)品管理、策劃、銷售財務(wù)和物流的團隊成員密切合作，解決問題并確保訂單可以準(zhǔn)確及時地交貨。
監(jiān)控采購/銷售訂單，更新訂購方的狀態(tài)。
收到訂單狀態(tài)變更時，主動與銷售團隊進行溝通。
協(xié)調(diào)并協(xié)助發(fā)貨事宜，準(zhǔn)備恰當(dāng)?shù)倪\輸和貿(mào)易合規(guī)性文件，與貨運代理公司或送貨方密切合作，以確保及時交貨。
及時歸檔文件并協(xié)助審計。
以及時有效的方式審查、預(yù)定并管理所接收業(yè)務(wù)中商業(yè)訂單和內(nèi)部銷售訂單的各個方面。
審查定制產(chǎn)品詳細的客戶訂單規(guī)格。
配合服務(wù)團隊，按要求安排運送儀器、安裝試劑及其他試劑和零部件。
培訓(xùn)新員工使用必要的客戶支持系統(tǒng)。
將客戶的條款和條件傳給合同部門進行更深入討論之前，要進行初篩。
處理特殊項目，如推出新產(chǎn)品、升級過時產(chǎn)品和其他有必要的產(chǎn)品。
進行調(diào)研和數(shù)據(jù)分析。
設(shè)計、培訓(xùn)和監(jiān)督新員工使用客戶支持的必要系統(tǒng)的培訓(xùn)。
分析問題，根據(jù)指導(dǎo)方針確定解決方法，匯編并分析數(shù)據(jù)，編寫報告和建議。
協(xié)調(diào)部門之間和外部之間的高級別活動。
聯(lián)系Illumina公司所有組織層面的員工，以便搜集資料并準(zhǔn)備報告。

以上任務(wù)和職責(zé)只是此職位的基本職能；隨著企業(yè)運營情況的變化，您可能需要適度承擔(dān)一些額外的工作。

經(jīng)驗和背景要求：

要求2-5年行業(yè)經(jīng)驗，最好有生物科技公司方面的經(jīng)歷。
要求1年客戶支持經(jīng)驗。
有貨運代理經(jīng)驗或豐富的國際物流經(jīng)驗者優(yōu)先。
會使用ERP系統(tǒng)（SAP，JDE等）或其他訂單輸入軟件者優(yōu)先。
熟悉互聯(lián)網(wǎng)電子商務(wù)網(wǎng)站、并對相關(guān)技術(shù)熟練掌握者優(yōu)先。
良好的溝通和客戶服務(wù)技巧。
有提供全面的客戶支持、進一步滿足客戶的核心需求的強烈愿望。
優(yōu)秀的英語和另外一門語言書面和口頭溝通能力（漢語、日語、韓語者優(yōu)先）
有獨立解決問題的能力，可以在團隊中有效地工作。
要求會使用Excel，Outlook和Word。
要求非常注重細節(jié)。

學(xué)歷要求：

生命科學(xué)、化學(xué)或商學(xué)學(xué)士優(yōu)先。

Illumina是一家領(lǐng)先的生命科學(xué)工具和綜合系統(tǒng)開發(fā)、制造和營銷商，其產(chǎn)品主要用于大規(guī)模分析遺傳變異及其功能。這些系統(tǒng)讓在幾年前還不敢想象的研究得以順利開展，使我們更加靠近實現(xiàn)個性化醫(yī)療的目標(biāo)。隨著技術(shù)的飛速進步，提供創(chuàng)新、靈活、可擴展的解決方案和業(yè)內(nèi)領(lǐng)先的支持服務(wù)配套至關(guān)重要。
我們致力于通過強調(diào)互動協(xié)作、快速交付解決方案、滿足客戶需求來面對這項挑戰(zhàn)。
我們的客戶廣泛分布于全球，涵蓋了學(xué)術(shù)組織、政府部門、制藥廠商、生物技術(shù)公司和其他領(lǐng)先的機構(gòu)。