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Customer Experience Representa...

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Job Summary

Company
Therakos
Location
West Chester, PA 19380
Job Type
Full Time
Employee
Years of Experience
2+ to 5 Years
Education Level
Bachelor's Degree
Career Level
Experienced (Non-Manager)
Job Reference Code
TH1434

Customer Experience Representative

About the Job

THERAKOS® is currently seeking a Regional Customer Experience Representative. The purpose of this role is to lead and manage end to end customer service activities and processes regionally. The ideal candidate has a commercial operations, analytics, customer service and sales experience. The candidate will be responsible for facilitating timely and effective customer management issues through resolution by collaborating with internal stakeholders.

 

Responsibilities:

 

  • Provide and deliver superior customer experience including but not limited to:
    • Daily Account Management
      • Support non-technical questions related to orders, price, and credits
      • Provide answers/updates to customer inquiries around service, MIRs, invoicing, AR balances (basic), contracting (basic) and other general Therakos related questions.
      • Work with internal stakeholders to resolve customer questions/issues
      • Coordinate instrument installs / training to ensure customer timeframe is achieved
      • Support instrument Service Agreement process
    • Lead and facilitate data driven internal quarterly business reviews in conjunction with internal stakeholders such as commercial, marketing, quality, global service and R&D to deliver a consolidated business update to the customer
    • Order Management responsibilities to include Spare Parts, Instruments, etc.
  • Leverage people, process and technology improvements to achieve continuous and sustainable improvements in commercial effectiveness and efficiency
  • Develop, implement and maintain the culture within Customer Experience that focuses on creating value that our Customers will love

Key Responsibilities:

 

Leadership:

  • To develop and maintain key relationships between Therakos, our customers and internal stakeholders
  • Responsible for all customer service responsibilities for accounts in respective region
  • To align closely with the CE Team to ensure consistency and best practice sharing where appropriate
  • Have the ability to influence and collaborate with internal stakeholders to ensure customer satisfaction is exceeded

Strategy:

  • Provide input into Therakos’ CE strategy to realize the platform’s fullest potential and execute the plan to become a key market differentiator for the business
  • Partner with key internal and external customers to continuously improve the CE program
  • Continue to develop, document and implement global processes to ensure compliance and standardization
  • Customer Support:
  • Manage day to day customer support operations for all customers
  • Establish and monitor key performance indicators, identifying trends and making recommendations to better add value to the customer
  • Maintain and govern customer master data elements in DAX
  • Partner with UPS to ensure we are meeting customer expectations from Order to Cash

Requirements:

This person must have 3+ years customer relationship experience either through customer support center, commercial contracting, and/or field experience; experience in healthcare industry is a plus.

 
The ideal candidate will have a blend of the following in their background:

  • The candidate must be at ease to coordinate with multiple stakeholders across the organization and customers to ensure customer issues are resolved
  • Experience in delivering customer support through multiple contact channels such as phone, e-mail, and potentially web chat
  • Ability to learn and adapt to changing environment including technology advancements and process changes
  • Maintain a customer experience philosophy and understanding of the challenges in providing a superior customer experience while controlling costs in a growth environment.
  • Successful track record in achieving and exceeding operational goals through performance metrics
  • Ability to multi-task, prioritize and meet deadlines are a must

Skills/qualifications:

 

·         University Degree required

·         3+ years Customer relationship experience

·         Strong written and oral communication and management skills

·         Demonstrated business acumen

·         Microsoft Office efficient, ability to adapt to new technology

·         Local language skills based on regional support

  • Ability to collaborate with other functional areas
  • Experience with contracts/tenders or paralegal strongly preferred as relevant for certain regions

·         Familiarity with Microsoft Dynamics and/or other ERPs helpful but not required.

·         Strong process centric thinking with demonstrated ability to lead Process Improvement and transformation experience – ideally utilizing data based process improvement methodologies (Process excellence, Deming, etc.)

·         Strong project management and resource allocations skills, with the ability to manage multiple projects and ongoing shifts in priorities

·         Strong Analytical skills with a demonstrated ability to extensively analyze business processes and workflows and ability to assess change management impacts

·         Ability to influence without formal authority

·         Ability to interact with senior leadership

·         Ability to travel 10-25% of the time, depending on the region

·         Preferred experience in healthcare industry

·         Language requirements:  English (mandatory); German, French, Italian, Spanish desirable based on regional responsibilities

 

Location of the Role:

 

This position will be located in either West Chester, PA, Bridgewater, NJ or virtual depending on the region.

 

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