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Staff Global Customer Care Specialist
ConfidentialBengaluru / Bangalore24 days ago
Job descriptionIdentify inefficiencies in order-to-fulfillment processes and lead root cause investigations Lead or participate in district, regional, and global CS initiatives and projects Conduct business impact analyses and recommend scalable solutions Ensure compliance and risk mitigation across evolving service workflows Lead training and onboarding for new hires and CC key users Coach and mentor Shared Services team members to elevate functional and technical skills Develop talent through the creation of onboarding and training content and cross-functional knowledge sharing Act as a key user for CC systems including system testing, troubleshooting, and feedback gathering Develop and interpret operational reports to monitor KPIs and support decision-making Bachelors degree or equivalent experience in Business, Supply Chain, or a related field 7+ years of customer support experience, preferably in a global or technical environment Strong knowledge of order fulfillment processes, CRM / ERP systems, and trade compliance Excellent problem-solving, communication, and stakeholder engagement skills Strong interpersonal skills with ability to work effectively in a team environment in both leadership and member role Proven track record of training, mentoring, and leading initiatives. Experience in leading others is a plus
Key Responsibilities
Customer & Order Management
- Customer Case Triage, review, assignment and disposition in Salesforce.com CRM system
- Process standard customer orders in an efficient and timely manner according to the customer specifications and commercial terms and our policy guidelines
- Manage end-to-end order entry, backlog, and delivery processes for domestic and international orders
- Lead import / export delivery coordination, ensuring compliance with trade and shipping regulations
- Resolve complex customer order / delivery issues through cross-functional collaboration
- Manage Myillumina queues and drive global adoption of online ordering platforms
- Manage product transitions such as End of Life (EOL), New Product Introductions (NPI), and backorders
Process Improvement & Project Leadership
Training, Mentoring & Knowledge Sharing
Systems & Reporting
Qualifications
Skills Required
crm software, Data Analysis, Customer Support, Technical Troubleshooting, Problem Solving
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Customer Care Specialist • Bengaluru / Bangalore
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