Customer Onboarding Specialist

4 weeks ago

Redwood City, California, United States SCIEX Full time

For over 50 years, SCIEX has been a leader in mass spectrometry and capillary electrophoresis technologies. Our products empower customers to quickly respond to environmental hazards, better understand biomarkers relevant to disease, improve patient care in the clinic, bring relevant drugs to market faster, and keep food healthier and safer. At SCIEX, you'll find a rewarding role that amplifies your impact on the world and helps you realize life's potential.

As a Customer Onboarding Specialist, you will be responsible for taking custody of customer interactions from PO receipt through delivery and installation, providing a single point of contact and concierge level experience throughout this critical portion of the sales, service, and revenue recognition compliance cycle.

This role is part of the Customer Service Organization and will be based in Redwood City, CA. As a key member of our team, you will have the opportunity to:

  • Take ownership and serve as liaison by directly engaging with customers, sales, and internal teams. Act as the primary point of contact (SPOC) for customer inquiries and escalations to ensure issues are resolved promptly and effectively.
  • Take command of site and/or product requirements as specified by Sales and Field Service Engineers. Manage variables such as shipping, delivery, customer site readiness, and supply chain coordination to meet customer expectations and order fulfillment requirements.
  • Advocate and amplify customers' needs within the organization. Collaborate with leadership and relevant stakeholders to provide feedback that will impact business decisions and processes.
  • Further learn and develop quote to cash knowledge and application to a growing and dynamic business. Develop a robust and repeatable process to improve efficiency and customer satisfaction.
  • Provide regular updates and reports to stakeholders on the status of orders, revenue, and any issues or risks. Use data-driven insights to identify trends and opportunities for improvement.

The essential requirements of the job include:

  • Bachelor's degree required or 4 years relevant work experience.
  • Functional quote to cash knowledge, including interdependency failures.
  • Experience with 3PL's, supply chain, and logistics management.
  • At least 2 years customer service, order management, sales administration, or related experience.

It would be a plus if you also possess previous experience in:

  • Revenue recognition specific to sales operations.
  • Oracle 11i and/or Salesforce experience, other CRM or ERP experience a plus.
  • Working knowledge of terms and conditions with high comfort level with business translation and application.

SCIEX, a Danaher company, offers a comprehensive package of benefits, including paid time off, medical/dental/vision insurance, and 401(k) to eligible employees.

The hourly range for this role is $34.00-$36.00. This is the range that we in good faith believe is the range of possible compensation for this role at the time of this posting. We may ultimately pay more or less than the posted range. This range may be modified in the future.

This job is also eligible for bonus/incentive pay.

We are an equal opportunity employer and value diversity and the existence of similarities and differences found in our workforce, workplace, and throughout the markets we serve.

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