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Senior Customer Service Specialist Cheltenham, England

Pall Corporation

Full Time Cheltenham, England 24146 - 27023 GBP ANNUAL Today

Job description

Country/Region Quote to Cash Business Process Key User

Act as 1st level support for Country Customer Service teams on Quote to Cash related systems - SAP SD Module, CRM Quotation & Service and E-commerce.
Interface to APAC CoE for Quote to Cash Business Processes and Systems.
Owns Customer Service SOP (Standard Operational Procedures) and WI (Work Instruction) definition, execution, change management, enabling (training), auditing and benchmarking.
Responsible for Pricing Updates.
Proactively collect user requirements/ make recommendations for quote to cash business process improvements, assign priority, perform UAT.
Implementation and adaption of global / regional new business process initiatives.
Train Customer Service Representatives (CSR's) on new & existing Q2C system/ tools & Processes.
Support for both internal and external audits, including managing of deviations and following up with improvement proposals.
E-commerce implementation.

Responsible for Order processing & management for assigned accounts

Managing customer inquiries including stocks, status of orders and pricing.
Customer Sales Order Processing including backlog past due management.
Weekly Shipment Estimate activities.
Financial processing (managing invoices and debit/credit notice related activities).
Perform 1st level delivery escalation.
Customer Complaints Resolutions for responsible Key Accounts.
Processing of customer claims and returns.
On Time Delivery (OTD) % activities (Delivery Service Level Improvement Activities for Key Accounts).
Supports ComOps Country Customer Service Operations whenever required / needed.

Continuous Improvement Champion

Drives CSAT action plan (Customer Satisfaction Champion).
Support execution of DM, TPI, etc to achieve KPI's.
Actively participate in cross functional kaizen team as Quote to Cash Process Owner.
Proactively implement measures to improve customer service team efficiencies (productivity) & achieving cost savings.
Enables implementation of new business models.

Ensure that all orders/quotations and customers queries are resolved quickly and to the satisfaction of the customer to promote quality customer service.
Ensure compliance with pricing & approval policies & drive mechanics of regular price rises.
Manage Contracts and Agreements
Monitor essential KPIs:
- Order entry turn around
- Accuracy
- Credit/ Debit Notes
- Delivery Performance
Manage workload and anticipate/solve problems.
Provide guidance to staff on customer/system problems.
Issue resolution at individual level.
Liaise with Accounts receivable to ensure credit control and management of Days Sales Outstanding (DSO).
Assist in management of backlog.
Drive correct use of incoterms.
Drive correct use of freight charges, minimum order charges & emergency freight charges.
Follow policies, procedures, processes and workflow as per Commercial Operation Guidelines.

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.

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