About the role

AI summarised

The Customer Operations & Support Specialist plays a pivotal, customer-facing role within the Bioproduction Group. This position partners with Commercial, Operations, and Product Management to manage end-to-end catalogue and custom orders, ensuring a seamless and superior customer experience by owning operational processes and resolving complex challenges autonomously.

Life SciencesOnsite

Key Responsibilities

Serve as the primary point of contact for customers and supply locations across APJ, acting as the customer advocate.
Manage the end-to-end Order-to-Cash (O2C) process, including order entry, acknowledgments, delivery coordination, and returns/complaint handling.
Communicate proactively with customers regarding order status, action plans, and resolution of escalations.
Collaborate cross-functionally with Supply Chain, Warehouse, Pricing, Quality, and Finance to drive operational excellence.
Act as an escalation point for critical issues, providing guidance and influencing stakeholders to achieve effective outcomes.
Monitor and improve order management systems and workflows (ERP, Salesforce) to increase efficiency and accuracy.
Track and own key customer service metrics, including complaint resolution time and order accuracy.

Requirements

Bachelor degree or diploma in Business, Supply Chain, Logistics, or related discipline.
Minimum 3 years’ experience in Customer Service with Order Management focus.
Strong knowledge of Order-to-Cash processes and Order Management systems.
Experience with ERP systems (SAP, Oracle E1/R12) and SFDC.
Strong interpersonal, influencing, and stakeholder engagement skills.
Ability to operate effectively in a complex, fast-paced, matrixed environment.
Detail-oriented, process-focused, and adaptable to changing priorities.