Customer Service Representative III - Special Teams

Job Title

Customer Service Representative III - Special Teams

Location(s)

San Diego - BioLegend

About Us

Revvity is a developer and provider of end-to-end solutions designed to help scientists, researchers, and clinicians solve the world’s greatest health challenges. We pair the enthusiasm of an industry disruptor with the experience of a longtime leader. Our diverse team of 11,000+ colleagues from around the globe are vital to our success and the reason we’re able to push boundaries in pursuit of better human health.

Find your future at Revvity 

What does science and service mean to you? For our Customer Care Group, it is a chance to be a part of legendary discoveries – from research to cure. Our team recognizes that with each customer served and each order processed, we are making a difference. Being a part of BioLegend’s Customer Service Team means being at the forefront, showcasing legendary service and translating our culture into tangible results for our customers.

On our team, you can expect a dynamic and fast-paced atmosphere. You will be a part of an inclusive and collaborative environment where peers from all different walks of life come together with one common goal – providing our customers with Legendary service. At BioLegend (a division of Revvity Inc.), you will enjoy the perks of a state-of-the-art campus including outdoor yoga classes, fitness center, wellness rooms, a Café with a variety of hot and cold meals, a buffet, and more!

Essential Functions

Special Teams within Customer Care is looking for a service-based account manager that is a service centric professional who thrives on cultivating one-on-one customer interactions. With a mindset of white-glove service, every time, we are looking for someone to perform these job duties and who looks at how we can continuously improve upon them.

• Be the customer’s valued partner – Ability to nurture and maintain strong customer relationships is essential with customers and/global partners and have a core understanding of their unique requirements. Autonomously utilize your exemplary communication skills with a proactive and strategic perspective to address your account’s needs with cross-functional groups to facilitate deadlines.
• Be the advocate for your assigned accounts and represent the voice of the customer, to drive improvements and enhance our customers’ overall experience.
• Collect, analyze, and report out customer data to identify trends which will support in maintaining high levels of service.
• Consistently meet or exceed productivity and quality expectations to support legendary service targets and surpass customer satisfaction; Identify and solve any roadblocks that could affect those goals.
• Identify any discrepancies or potential obstacles that could impact on-time delivery to effectively communicate with the customer for a timely resolution.
• Confidently navigate multiple system applications to deliver legendary service in every interaction throughout the order life cycle. Enter and accurately process high value orders into our Enterprise Resource Planning (ERP) database system.
• Schedule and manage global shipments according to contractual agreements, and collaborating with logistics team and other relevant departments to resolve any issues that could impact on time delivery.
• Subject matter expert on providing correct export documentation to assist customers with importation.
• Lean on your cultural intelligence to effectively communicate with global partners.
• Stay informed on the status of key account orders currently in production to provide immediate and proactive updates to customers and internal stakeholders.
• Create and schedule standing orders with lot sequestering; follow up with logistics teams to ensure fulfillment.
• Use CRM to identify, analyze and