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Global Customer Experience Professional
3 weeks ago
We are seeking an experienced customer support professional to join our team.
- In this role, you will be responsible for providing exceptional customer service and support across various channels.
- Manage the end-to-end order entry process from receipt to delivery for both domestic and international orders.
- Resolve complex customer issues through effective collaboration with internal stakeholders.
- Coordinate import/export deliveries while ensuring compliance with trade and shipping regulations.
- Analyze Myillumina queues and drive global adoption of online ordering platforms.
- Lead product transitions such as End of Life (EOL) and New Product Introductions (NPI).
- Identify inefficiencies in order-to-fulfillment processes and lead root cause investigations.
- Participate in district, regional, and global CS initiatives and projects.
- Conduct business impact analyses and recommend scalable solutions.
- Develop onboarding programs for new hires and CC key users.
- Coach and mentor Shared Services team members to elevate functional and technical skills.
- Create knowledge-sharing content to promote cross-functional expertise.
- Serve as a key user for CC systems, including testing, troubleshooting, and feedback gathering.
- Develop operational reports to monitor KPIs and inform decision-making.
- Bachelor's degree or equivalent experience in Business, Supply Chain, or a related field.
- 7+ years of customer support experience, preferably in a global or technical environment.
- Strong knowledge of order fulfillment processes, CRM/ERP systems, and trade compliance.
- Excellent problem-solving, communication, and stakeholder engagement skills.
- Proven track record of training, mentoring, and leading initiatives.
