Customer Onboarding Specialist

$70,720 - $74,880/Yr

Danaher - Redwood City, CA

Full-time - Entry Level

Redwood City, CA

Computer and Electronic Product Manufacturing

About the position

The Customer Onboarding Specialist at SCIEX is responsible for managing customer interactions from the receipt of purchase orders through to delivery and installation. This role serves as a single point of contact, ensuring a concierge-level experience for customers during this critical phase of the sales and service cycle. The specialist will engage with customers, sales teams, and internal departments to facilitate successful product installations and enhance customer satisfaction.

Responsibilities

• Take ownership and serve as liaison by directly engaging with customers, sales, and internal teams.
• Act as the primary point of contact (SPOC) for customer inquiries and escalations to ensure issues are resolved promptly and effectively.
• Engage with sales and field service engineers to understand site and product requirements, ensuring successful and timely installation.
• Manage variables such as shipping, delivery, customer site readiness, and supply chain coordination to meet customer expectations and order fulfillment requirements.
• Ensure complex order and revenue recognition requirements are met in compliance with company policies and relevant regulations.
• Advocate and amplify customers' needs within the organization.
• Collaborate with leadership and relevant stakeholders to provide feedback that will impact business decisions and processes.
• Foster a customer-centric culture by ensuring customer feedback is integrated into ongoing business strategies.
• Develop a robust and repeatable processes to improve efficiency and customer satisfaction.
• Identify areas for process improvement and work towards implementing changes that enhance operational efficiency and customer satisfaction.
• Provide regular updates and reports to stakeholders on the status of orders, revenue, and any issues or risks.
• Use data-driven insights to identify trends and opportunities for improvement.

Requirements

• Bachelor's degree required or 4 years relevant work experience a must.
• Functional quote to cash knowledge, including interdependency failures.
• Experience with 3PL's, supply chain and logistics management.
• At least 2 years customer service, order management, sales administration or related experience.

Nice-to-haves

• Revenue recognition specific to sales operations.
• Oracle 11i and/or Salesforce experience, other CRM or ERP experience a plus.
• Working knowledge of terms and conditions with high comfort level with business translation and application.

Benefits

• 401(k)
• Dental insurance
• Health insurance
• Paid time off
• Vision insurance