Customer Service Representative / Office Administrator - Singapore
Pacific Biosciences - United States

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Title: Customer Service Representative/Office Administrator

Location: Singapore

Description:
Highlights of the role:
Supports the Sales Operation Order Management and Customer Service processes.

Ensures immediate response to Customer requests, to maintain highest level of Customer satisfaction

Provides reliable data for reporting and planning purposes

Actively participates in quote-to-cash, cross-functional process improvements

  • Support to Sales during pre-sales negotiations (bid preparation, special requests in the quoting stage)
  • Order Validation process (terms and conditions analysis and escalation as appropriate)
  • Order confirmation and processing
  • Order shipment: cross-functional coordination to ensure timely and correct delivery
  • Order invoicing, in compliance with the revenue recognition rules
  • Returns process management
  • Order to invoice follow-up (open order report management, follow-up on any special contractual obligation) to ensure the most accurate and fast time-to-invoice
  • Customer Call management – single point of contact for order inquiries; escalation and cross-functional solution of any issues/requests
  • Audit compliance (document controls, process controls)
  • Data integrity (orders, invoices, shipments)
  • eCommerce (follow-up, controls, process improvement)
Requirements:
  • 5+ years of experience in the function (International experience is a plus)
  • Fast learner
  • Ability to successfully work in a dynamic environment
  • Customer-oriented
  • Able to work under pressure and tight timelines
  • Problem solving attitude and cross-functional perspective
  • Ability to initiate and complete process improvement through influence/teamwork
  • Understanding of basic SOX rules relative to order management

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Pacific Biosciences’ mission is to transform the way humankind acquires, processes and interprets data from living systems through the...