Customer Advocacy Clinical Specialist

Description

This role is responsible for interacting directly with our customers and various internal functional groups to ensure the timely delivery of custom reagents and services. Primary responsibilities include supporting the custom reagent program as the liaison between the customer and the business, with focus on sales quotes and order management.

This role gathers customer requirements and specifications for make-to-order product configurations and pricing, to be used in creating quotes and sales orders and will act as the liaison between the customer and program/technical experts as needed. This role serves as the primary point of contact for customers throughout the ordering process.

This role maintains technical accuracy and completeness of quote and order management processes, utilizing various software applications and business tools.

Daily coordination of all customer-facing activities related to custom (make-to-order) reagent quote and order management, including follow-up and resolution.

Communicates with external customers via phone and email. Interacts directly with intercompany/international client offices to support regional customers.

Interacts with Marketing, Operations, Manufacturing, Technical Application/Product Support, Planning and other functional groups to drive the process from quote to order fulfillment.

Responds accurately to the customer and internal client personnel inquiries, providing pricing, availability, terms and conditions, and other product and order related information.

Reviews custom reagent quote requests and prepares sales quotations, ensuring accuracy and configuration compatibility to allow for successful creation of corresponding sales orders.

Ensures appropriate approvals and documentations are present before completing transactions.

Performs other related duties and assignments as required.

Desired Skills & Experience

• Experience with SAP or similar ERP system
• Experience with Salesforce or similar CRM system
• Demonstrated proficiency in MS Word, MS Excel, and email systems
• Proactive self-starter that drives for results
• Customer Advocate with ability to foster and maintain relationships
• Excellent verbal and written skills
• Able to troubleshoot problems and resolve customer complaints
• Effective organization, planning and time management skills are required
• Working knowledge of quote and order management processes

Education & Experience

• 3 - 5 years of customer service experience within similar industry, BA/BS degree preferred
• Prior experience in a biotechnology or manufacturing environment is preferred