SCIEX Looking for Customer Support Associate at Mumbai, Maharashtra Full Time

For over 50 years, SCIEX has been developing groundbreaking technologies and solutions in mass spectrometry and capillary electrophoresis. Our products enable our 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.

SCIEX is proud to work alongside a community of nine fellow Danaher Life Sciences companies. Together, we’re pioneering the future of science and medicine, developing products that enable researchers in the fight to save lives. When you join us, you’ll also be joining Danaher’s global organization, where 69,000 people wake up every day determined to help our customers win. As an associate, you’ll try new things, work hard, and advance your skills with guidance from dedicated leaders, all with the support of powerful Danaher Business System tools and the stability of a tested organization. Danaher is committed to a diverse and inclusive culture where everyone feels they belong and all voices are heard. We believe in our associates and the unique perspectives they bring to every challenge, which is why we’ll empower you to push the boundaries of what’s possible.

If you’ve ever wondered what’s within you, there’s no better time to find out.

Acts as a first point of contact for all customer inquiries and takes full ownership of the solution in front of the customer for every query that the customer brings. Delivers professional service to customers by phone/email in order to provide exceptional customer experience to ensure customer satisfaction. Completes daily and weekly tasks to ensure ongoing customer satisfaction in conjunction with other team within the CXC (ETAC, Application Support) and back office functions based on the CX Responsibility Matrix. Monitors open cases and acts as an owner of the customer enquiries, ensuring accountability from the other departments. Contributes to achieve specific CXC related targets as defined in the CXC KPI’s while complying with AB Sciex policies and procedures.

This position is part of the EMEAI Customer Service Team and will be located in Mumbai.

In this role, you will have the opportunity to:

• Co-ordinates Backoffice activities of open ticket, setting time leads for completion and issuing internal reminders where necessary. In case of delays, informs the customer about new time lead providing updates. For customer requests that need the involvement of more than a single department (for example arranging for a return, an instrument move etc) co-ordinates with internal/external functions. Co-ordinates data input to Oracle with Data Maintenance Team by gathering customer master information.
• Listening to customer needs and making sure the customer´s needs and requests are followed by the other departments. Feedbacking to Sales functions leads and input about possible justifiers . Helping the customers and our finance depart to solve issues around unclear invoices in order to avoid delays in order processing. Maintaining record of customer preferences, needs and coverage level. Liaises with internal departments where necessary to resolve issue or feedback relevant information to ensure process improvements.
• Accepting orders for spare parts/consumables/services on the phone, providing information to the Backoffice and following up until closure of the ticket. Responsible for helping the customer choosing the right spare part number / consumable based on instrument type and customer´s need. Informing customers about pricing and availability. Spare parts orders and kits for contract customers when applicable.
• Communicates with Manager on a daily basis, with the Backoffice functions, ETAC and Support. Main interaction with Sales, Support, Service, EDC and Finance.

The essential requirements of the job include:

• Graduate/Diploma in any discipline Minimum 7-8 years of work experience in Customer Service, Service Support, Contract Order Management and Attend customer calls
• Strong Customer Centricity and Compliance Champion on a same level
• Excellent communication skills
• Knowledge of Oracle and SFDC an advantage
• Good English is required.

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

• Power User Experience for ERP system migrations
• Oracle Knowledge
• SFDC & Sales force

SCIEX, a Danaher company, offers a broad array of comprehensive, competitive benefit programs that add value to our lives. Whether it’s a health care program or paid time off, our programs contribute to life beyond the job. Check out our benefits at danaherbenefitsinfo.com.

At SCIEX we believe in designing a better, more sustainable workforce. We recognize the benefits of flexible, hybrid working arrangements for eligible roles and are committed to providing enriching careers, no matter the work arrangement. This position is eligible for a hybrid work arrangement in which you can work part-time at the Company location identified above and part-time remotely from your home. Additional information about this hybrid work arrangement will be provided by your interview team. Explore the flexibility and challenge that working for SCIEX can provide.

Customer Call Handling , Create Service request on Sales force, Handling customer complaint mailbox

When you join us, you’ll also be joining Danaher’s global organization, where 80,000 people wake up every day determined to help our customers win. As an associate, you’ll try new things, work hard, and advance your skills with guidance from dedicated leaders, all with the support of powerful Danaher Business System tools and the stability of a tested organization.

At Danaher, we value diversity and the existence of similarities and differences, both visible and not, found in our workforce, workplace and throughout the markets we serve. Our associates, customers and shareholders contribute unique and different perspectives as a result of these diverse attributes.

If you’ve ever wondered what’s within you, there’s no better time to find out.