The Sr. Customer Care Representative (Sr. CCR) will create sales orders from customer purchase orders submitted via phone, fax, email, or eCommerce channels, ensure product delivery in accordance with customer requirements and manufacturing capabilities, and invoice the customer properly. The Sr. CCR will also reply to all inquiries of moderate to complex scope related to status of an order or billing to the customer or to the sales team. Participation on a specialist team handling relatively complex orders may also be required.Processes sales orders in SAP software for QIAGEN products from customer Purchase Orders that may be submitted by phone, FAX, email, or other eCommerce channels.Invoices customers based upon product list prices and customer pricing from sales generated quotes in SFDC software.Provides phone and email support to both customers and sales team on all questions of diverse or specialized scope related to order status, quotations, shipping dates, and billings.Providing efficient, friendly and proactive customer service to customer emails and enquiries.Responds to complex customer problems by systematically analyzing the situation and identifying root causes to ensure problems do not recur; identifies creative or resourceful approaches to resolving issues and overcomes organizational constraints/protocol when necessary to solve problems; monitors accounts and isolates potential problems early, so they are resolved before becoming serious.Through various communication channels (phone, email, chat, etc.), proactively establishing a trusted advisor relationship that works to ensure customers’ overall satisfaction with QIAGEN’s products.Other duties as assigned.Follow the QIAGEN’s Global Revenue Recognition Policy.Logging all order and logistics complaints from customers.
- Graduate with Bachelor’s or equivalent degree.At least 2 years of customer service experience in a contact center or billing department.Experience with order taking and/or billing.Minimum 2 years of work experience in Logistics, Supply Chain or Customer Care functions (order taking and/ billing in an MNC, 3rd party logistic or freight forwarding environment.Familiar with standard office software (SAP/CRM/SFDC experience desirable).Basic knowledge and/or experiences in Life Sciences preferred.Must be a Native Korean Speaker.
- Ability to work in a team environment.Ability to multi-task and work in a fast paced environment.Excellent verbal and written and communication skills.Excellent attendance history.Ability to learn quickly and to resolve customer inquiries.English language skills in addition to local language requirements advantageous.Demonstrated good leadership potential.