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Customer Solutions Specialist II

1 Year or Less
Established in 2006
51-200 Employees
Ibo, Lapu-Lapu City, Cebu
Posted On: January 14, 2022
Job ID: 393779




Is currently looking for




Job Summary: 

The Customer Solutions Specialist II Interacts with customers, company sales, and operations to handle the overall customer order process which includes pre-sales and post-sales service functions. This role has assigned accounts with ownership to coordinate the overall customer order process. 

Essential Duties and Responsibilities: 

  • Generates and delivers standard quotes and non-standard quotes. Supports drafting of first-time non-standard and special quotes. 

  • Prepares customized ASRs for customers with routine/program testing needs. 

  • Initiates CIFs, prepares response to customers including and engages TAM as deemed necessary and appropriate. 

  • Responds to SNCs and CRCs to minimize sample on-hold time  

  • Maintains SOX and Export compliance practices in the following areas: 

    • Customer setup  

    • Contract review of logged-in job 

    • PO/payment follow-up 

    • Preparation of sales orders 

    • Perform credit card transaction. 

  • Engages TAMs for new programs/opportunities to maximize closing rates. 

  • Supports routine/standard technical inquiries and collaborates with TAMs for non-routine inquiries and requests. 

  • Works closely with TAMs supporting preparation of forecast 

  • Participates in customer engagement strategic discussions to ensure long-term customer loyalty. 

  • Maintains customer records by updating account information. 

  • Follows up and coordinates customer issues to ensure resolution. 

  • Receives and works with Sample Receiving Support to ensure on-time delivery of bottles,  samplers, tubes, hazmat shippers, and swabs order requests  

  • Strengthens customer relations by engaging customers daily to build confidence and trust in our services. 

  • Maintains accurate and updated customer information in LIMS, StarLIMS and works  closely with UCT finance for all customer updates in Traverse and SAP 

  • Provides timely communication with customers if schedule changes to align on expectations. 

  • Acts as liaison between TAMs, customers and lab personnel by maintaining thorough  verbal and written communication. 

Knowledge, Skills, and Abilities:  

  • Excellent interpersonal and communication skills;  

  • Capable of managing multiple competing priorities 

  • Adaptable to change 

  • Ability to work effectively with people from diverse backgrounds and different learning styles

  • Comfortable working on multiple projects simultaneously 

  • Effective in a fast-paced work environment 

  • Strong attention to detail and follow-through skills 

  • Proficiency with Excel, PowerPoint, and other systems/software to perform job duties satisfactorily. 

  • Able to complete assignments in a timely manner in adherence to deadlines and with sense of  urgency while working independently 

Educational/Certification Requirements:  

BS Degree in Chemical/Chemistry or other related field, or equivalent directly related experience.

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