Client Services Representative

Job description

·  Job facts

Summary:

The Client Services Specialist (CSS) will be required to manage internal administrative operations across the quote to cash process for all sales related to our US facility to ensure administrative goals and metrics are met. The CSS will work closely with internal operations; Sales, Sales Operations, Logistics, Finance and Marketing to ensure we are delivering outstanding service to our clients. Day-to-day responsibilities will include telephone support, validation and execution of order processing, invoicing, assisting customers as needed in all capacities related to order fulfillment, billing and collections. A successful candidate must have the ability to operate effectively in a fast moving environment as well as the desire to contribute to a hardworking team

The Opportunity:

·  Provide prompt, courteous service to all external and internal customers and maintain customer service levels according to Kapa's standards.
·  Manage incoming customer calls and monitor call tree analytics to ensure optimal performance.
·  Process orders into ERP system in a timely manner meeting internal deadlines.
·  Coordinate with the various teams across the organization as it relates to order processing, collections, revenue recognition and billing support.
·  Work with sales and finance teams to ensure adherence to business rules associated with customer order entry and invoice generation
·  Record and investigate as needed customer feedback and complaints. Communicate regularly with management, advising of any critical issues or opportunities.
·  Provide timely and thorough communication to all of our valued clients and customers
·  Manage client requests for supplier setup including completion of all supplier setup forms and managing supplier accounts where applicable.
·  Apply critical thinking and problem-solving skills to customer problems.
·  Reconcile and resolve inquiries regarding billing for clients and/or AP department.
·  Use metrics to optimize, build out and scale the Order Management process to support future growth.
·  Prior experience with billing and order management.

Who you are:

·  High School diploma or equivalent
·  1 year previous customer service experience
·  Strong oral and written communication skills
·  Proficient computer skills

Preferred:

·  Experience using SAP

Roche is an equal opportunity employer.
Customer Support, Customer Support > Technical & Application Support

·  Who we are

As a global leader in healthcare, Roche Diagnostics offers a broad portfolio of products, tools and services that help in the prevention, diagnosis and management of diseases like HPV, HIV, hepatitis and diabetes as well as other medical conditions, such as fertility and blood coagulation. These products and services are used by researchers, physicians, patients, hospitals and laboratories worldwide to help improve people's lives.

Roche is an equal opportunity employer and strictly prohibits unlawful discrimination based upon an individual's race, color, religion, gender, sexual orientation, gender identity/expression, national origin/ancestry, age, mental/physical disability, medical condition, marital status, veteran status, or any other characteristic protected by law.

Desired profile

Who you are:

·  High School diploma or equivalent
·  1 year previous customer service experience
·  Strong oral and written communication skills
·  Proficient computer skills

Preferred:

·  Experience using SAP

Roche is an equal opportunity employer.
Customer Support, Customer Support > Technical & Application Support

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