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 (工作说明)

基本职责与职位范围：

亚太地区的客户支持专家在客户订购流程方面发挥了众多作用，这包括从生成新报价到订单输入、库存管理、规划协作、物流运输、通关及最终交付。

工作量的多少主要取决于地理分布和人员配置需求。如某个地区的工作人员越多，则其工作职位就可能越趋于高度专业化，专注于客户订购流程中某一单一领域，如订单处理服务。

任务和职责：

验证订单的技术方面，确保订单的准确性、完整性，以及公司要求发货和收入确认的技术可行性。
为客户提供订单验证、交货日期更新、产品供货状态和价格。
发现销售机会，并通知给相应的销售团队。
与技术支持、制造、财务、销售和市场营销部门密切合作，以确保Illumina为客户提供一个积极、协同的体验。
为客户提供电话和电子邮件支持。
提供分析性和专业化的行政支持，并配有一般性指令。
检查经销商采购订单的准确性（数量、价格、描述等）
将销售过程中的通知（确认、延迟等）转换成本地的语言文件（如适用）。
处理应收账款，更新客户账务详情。
与产品管理、策划、销售财务和物流的团队成员密切合作，解决问题并确保订单可以准确及时地交货。
监控采购/销售订单，更新订购方的状态。
收到订单状态变更时，主动与销售团队进行沟通。
协调并协助发货事宜，准备恰当的运输和贸易合规性文件，与货运代理公司或送货方密切合作，以确保及时交货。
及时归档文件并协助审计。
以及时有效的方式审查、预定并管理所接收业务中商业订单和内部销售订单的各个方面。
审查定制产品详细的客户订单规格。
配合服务团队，按要求安排运送仪器、安装试剂及其他试剂和零部件。
培训新员工使用必要的客户支持系统。
将客户的条款和条件传给合同部门进行更深入讨论之前，要进行初筛。
处理特殊项目，如推出新产品、升级过时产品和其他有必要的产品。
进行调研和数据分析。
设计、培训和监督新员工使用客户支持的必要系统的培训。
分析问题，根据指导方针确定解决方法，汇编并分析数据，编写报告和建议。
协调部门之间和外部之间的高级别活动。
联系Illumina公司所有组织层面的员工，以便搜集资料并准备报告。

以上任务和职责只是此职位的基本职能；随着企业运营情况的变化，您可能需要适度承担一些额外的工作。

经验和背景要求：

要求2-5年行业经验，最好有生物科技公司方面的经历。
要求1年客户支持经验。
有货运代理经验或丰富的国际物流经验者优先。
会使用ERP系统（SAP，JDE等）或其他订单输入软件者优先。
熟悉互联网电子商务网站、并对相关技术熟练掌握者优先。
良好的沟通和客户服务技巧。
有提供全面的客户支持、进一步满足客户的核心需求的强烈愿望。
优秀的英语和另外一门语言书面和口头沟通能力（汉语、日语、韩语者优先）
有独立解决问题的能力，可以在团队中有效地工作。
要求会使用Excel，Outlook和Word。
要求非常注重细节。

学历要求：

生命科学、化学或商学学士优先。

Illumina是一家领先的生命科学工具和综合系统开发、制造和营销商，其产品主要用于大规模分析遗传变异及其功能。这些系统让在几年前还不敢想象的研究得以顺利开展，使我们更加靠近实现个性化医疗的目标。随着技术的飞速进步，提供创新、灵活、可扩展的解决方案和业内领先的支持服务配套至关重要。
我们致力于通过强调互动协作、快速交付解决方案、满足客户需求来面对这项挑战。
我们的客户广泛分布于全球，涵盖了学术组织、政府部门、制药厂商、生物技术公司和其他领先的机构。