Customer Operations & Support Specialist
Core
Manage end-to-end Order-to-Cash (O2C) processes, serve as primary customer contact for APJ region, and drive operational excellence in biotech/biopharma supply chain.
Role type
Senior Customer Operations & Support Specialist
Builds
Accurate order fulfillment, timely delivery, and efficient customer experience for biotech/biopharma clients
Domain
Biotech / Biopharma / Supply Chain / Order Management
Deliverable
client delivery
Required skills
Order-to-Cash process ownership, ERP systems (SAP, Oracle E1/R12), Salesforce (SFDC), stakeholder management, data analysis, process improvement, complaint resolution, supply chain knowledge
Preferred skills
Biotech/biopharma industry experience, MS Power BI
Technologies
SAP, Oracle E1/R12, Salesforce, Email-to-Case, MS Excel, MS Word, MS PowerPoint, Power BI
Responsibilities
Serve as primary point of contact for customers across APJ; manage end-to-end order entry, acknowledgments, delivery coordination, and returns; collaborate with Supply Chain, Warehouse, Pricing, Quality, and Finance teams; track and own key customer service metrics including OTIF and complaint resolution time; prepare reports and analyze data to support decision-making
Seniority
Mid-level, hands-on IC