Position Summary:

To manage, in a matrix relationship, the team supporting customer order execution within the BioProduction Division (BPD) across multiple Asia Pacific country locations (APAC) and intercompany transactions supporting a highly responsive customization process and delivering a superior customer experience. Optimize processes and systems to manage the business and improve productivity and customer service levels. Build strong client relationships and create client loyalty through well-managed experiences with customer support team members and processes. Manage daily, weekly, monthly and quarterly reporting including, but not limited to, sales pipeline reporting, open sales order reporting, backorder reporting, sales revenue reporting and order entry metrics.

Responsibilities Include:

Leading and Developing Teams

• Manages by matrix relationship global cross functional teams in management of bioproduction custom and catalog orders.
• Leads by example and sets standards for professional behavior.
• Ensures that the customer support team provides timely delivery of custom and catalog products for all customers.
• Promotes professional development and builds team’s capability
• Creates an inspiring team environment with an open communication culture
• Empowers employees to get involved with continuous improvement initiatives

Delivering Strategic Analytical Support

• Defines clear metrics for success, monitor performance against those metrics and report out with root cause and corrective actions (metrics, KPI’s, RCCA, etc.)
• Manages CAS analytics and implement customer experience improvements based on feedback.
• Provide analytical support for daily, weekly, monthly and quarterly sales reporting, reports Bioproduction custom/catalog finished goods inventory levels and open sales order status

• Assembles, analyzes and reports metrics around service, quality and communication levels.

Driving the Superior Customer Experience

• Introduces new and innovative ways to improve the customer experience and win market share.
• Drives client satisfaction and improve internal custom processes and systems to increase productivity without jeopardizing service levels.
• Manages of all aspects of order execution in global customer support team process and start to finish of Inquiry to set up.

• Supports proposed pricing models based on margins, growth projections and cross product line sales
• Supports commercial team in acceptable pricing strategies
• Collaborates cross functionally to ensure custom product obsolete and excess policies and procedures are followed.
• Drives local response and manages escalated customer questions/complaints as well as cover for the team as needed.
• Participates in weekly/monthly/quarterly status update meetings with the BPD commercial team.
• Manages development of customer presentations for business review including key customer data metrics.
• Aligns with the commercial team and present business reviews to customers.

Required Qualifications:

• Passion to drive customer success and focus on creating value for the customer
• Excellent analytical, organizational, and communication skills.
• Exceptional project management abilities, independent problem-solving skills, attention to detail, flexibility, and ability to collaborate with others and to work in a fast-pace environment. Continuous improvement mind-set with ability to influence others and lead change
• Must have proven leadership experience in customer relations and problem-solving customer issues.
• Ability to work effectively across multiple facilities and reporting lines.
• Demonstrated role model leadership capability
• BS/BA degree in an analytical field (operations management, engineering, sciences, business, finance).
• Proven WebEx and MS Office experience in Outlook, Windows, Excel, PowerPoint, Teams and Word.
• Proven experience with Oracle or other ERP system.
• Demonstrated experience developing and leading cross-functional teams (4+ years)
• Fluent in written and spoken English and another Asian language to be able to effectively communicate with across the region
• Ability to travel up to 25%.

Desired Qualifications:

• 6+ years of experience with customer experience management
• Experience with Salesforce.com CRM system.

• MBA or Masters Degree in analytical field (operations management, engineering, sciences, business, finance).
• Project Management or Six Sigma certification