.At Cepheid, we are passionate about improving health care through fast, accurate diagnostic testing. Our mission drives us, every moment of EVERY day, as we develop scalable, ground-breaking solutions to solve the world's most complex health challenges. Our associates are involved in every stage of molecular diagnostics, from ideation to development and delivery of testing advancements that improve patient outcomes across a range of settings. As a member of our team, you can make an immediate, measurable impact on a global scale, within an environment that fosters career growth and development.Cepheid is proud to work alongside a community of six fellow Danaher Diagnostics companies. Together, we're working at the pace ofchange on diagnostic tools that address the world's biggest health challenges, driven by knowing that behind every test there is a patientwaiting. Learn about the Danaher Business System which makes everything possible.The Customer Care Order Management Specialist is responsible for the processing of customer orders, complaints, credits notes, invoice management and dispute resolution for customers from multiple countries across Europe. This role will deliver an enhanced customer experience through customer communication, effective resolution of customer issues and a culture of continuous improvement. At Cepheid, our vision is to be the leading provider of seamlessly connected diagnostic solutions.In this role, you will have the opportunity to:Process and track customer orders to delivery, problem solve delivery issues and strive for continuous improvement of OTD (On Time Delivery) metricEnsure capturing and resolution of complaints. Investigate root causes to resolve recurring issue resulting in complaintsEnsure invoice management & dispute resolution working in close collaboration with Accounts ReceivableEnsure processing of credit notesDemonstrate commitment in resolving customers issues and responding to order status enquiries, ensuring a high level of customer satisfaction- Team with other functions such as Demand Planning, Logistics, Finance, Tech Service to maintain a strong collaboration geared towards maintaining or enhancing customer satisfaction- Answering the telephone / forwarding calls, manage incoming correspondence and re-direct if needed to the departments/persons in chargeThe essential requirements of the job include:A first successful work experience in an Order Management role- Experience with ERP systems such as SAP and CRM systems, SFDC as well as MS Office products including Word, Excel,and Outlook- Fluent in Portuguese, Spanish and English.Travel: minimum 10% - regional and some international travel may be requiredAt Cepheid we believe in designing a better, more sustainable workforce. We recognize the benefits of flexible, hybrid working arrangement for eligible roles and are committed to providing enriching careers, no matter the work arrangement
