Senior Customer Care Representative

Overview

QIAGEN Manila, National Capital Region, Philippines

We’re dedicated to revolutionizing science and healthcare for the better. From our entrepreneurial roots to our current global presence, we’ve grown into a force for positive change. With thousands of employees across six continents, collaboration is our greatest strength. We’re always striving to identify talented individuals to join our exceptional teams. If you thrive on new challenges and want to make a tangible difference in people’s lives, QIAGEN is the place for you. Every day is an opportunity to make a real-life impact. Join us, grow with us, and together, let’s shape the future of biological discovery.

Responsibilities and requirements for the role are described below.

• Processes sales orders in SAP software for QIAGEN products such as consumables, instruments, spare parts, services and licenses from customer Purchase Orders that may be submitted by phone, FAX, email, or other eCommerce channels
• Ensure product delivery in accordance with customer requirements and manufacturing capabilities.
• Invoice customers based upon product list prices and customer pricing from sales generated quotes located in QIAGEN’s CRM software.
• Process returns and invoice correction through credit and rebill
• Facilitate in setting up of new customer account
• Provide phone and email support to both customers and Sales team on all questions of moderate scope related to order status, quotations, shipping dates, and billings.
• Log all order and logistics complaints from both internal and external customers.
• Follow the QIAGEN Global Revenue Recognition Policy.
• Liaise with the RIOM, FDK and Instrumentation team to monitor stock level and/or inventory status
• Coordinate with respective Account Managers on customer enquiries to maintain high levels of customer satisfaction
• Training & Process Updates: Participate in training sessions and biweekly team discussions to stay current with processes and license setup.
• Order Monitoring: Review QDI orders pending fulfilment daily via the ZSW fulfil report in SAP.
• License Setup: Handle license setup and fulfilment in licensing systems (currently UMA and CRM CLC BIO systems).
• SFDC Opportunity Management: Review and update sales opportunities in SFDC as needed per process. Document license delivery information in SFDC. SAP Fulfilment: Ensure order information in SAP matches license delivery details. Fulfil orders in SAP to initiate the invoicing process.
• Customer Communication: Provide customers with license delivery confirmations (welcome emails).
• Cross-Team Collaboration: Work with Customers, Customer Care, and Sales teams to ensure accurate license delivery and invoicing.
• Issue Resolution: Troubleshoot and correct licensing setup issues as needed
• Subject Matter Expert for QDI license fulfillment processes
• Lead process training of QDI license fulfillment processes end-to-end
• Lead discussions with stakeholders with APAC countries related to QDI license fulfillment
• Go-to person of the APAC stakeholders around QDI license fulfillment
• Document all QDI license fulfillment processes
• Lead and handle projects/UATs related to Supply Chain Management and Customer Care processes
• Assist the APAC CC Manager in completing the mapping and documentation of existing APAC CC SOPs as well as creating and documenting new APAC CC processes
• Assist the APAC CC Manager in training
• Implement process improvements (on top of QIAdea)
• Provide creative ways of solving issues
• Collaborate with other teams in QBSM in creating/improving processes to provide excellent support to our stakeholders
• Lead discussions with the stakeholders
• Cross-training for ANZ and SG/SEA
• Lead process training of new hires and refresher training for team members
• Provide creative ways of solving issues
• Other duties may be required as assigned

• Holds a bachelor's degree in any relevant course
• 3+ years experience in customer service and order fulfillment processes
• Minimum 1 year of work experience in Logistics, Supply Chain or Customer Care functions (order taking and/ billing in an MNC, 3rd party logistic or freight forwarding environment)
• Knowledge and experience using ERP / Order Entry Systems (SAP is an advantage)
• Knowledge and experience using CRM systems preferably (Salesforce is an advantage)
• Basic MS Office skills (Outlook, Visio, PowerPoint, Excel)
• Basic knowledge and/or experiences in Life Sciences preferred
• Ability to work in a team environment
• Ability to multi-task and work in a fast-paced environment
• Excellent verbal and written communication skills - English

• Ability to learn quickly
• Ability to resolve complex customer inquiries
• Good customer handling skills
• Excellent attendance history
• Results-oriented, self-motivated, team player
• Amenable to work in flexible hours

• Bonus/Commission
• Local benefits
• Referral Program
• Volunteer Day
• Internal Academy (QIALearn)
• Employee Assistance Program and internal QIAGEN communities
• Hybrid work (conditional to your role)

QIAGEN is committed to creating an inclusive environment and is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, sex, age, national origin, religion, sexual orientation, gender identity, status as a veteran, or disability.

Our people are the heartbeat of everything we do. Passion drives us as we push boundaries to innovate and evolve. We inspire with our leadership and make an impact with our actions. We cultivate a collaborative, supportive environment where each individual and team can flourish. We champion accountability and encourage entrepreneurial thinking.

Note: This posting reflects the responsibilities and requirements of the role; additional duties may be assigned as needed.