Senior Export Customer Service Representative

2 weeks ago

Johannesburg, Gauteng, South Africa Cepheid Full time
At Cepheid, we are passionate about improving health care through fast, accurate diagnostic testing.

Our mission drives us, every moment of every day, as we develop scalable, groundbreaking solutions to solve the world's most complex health challenges.

Our associates are involved in every stage of molecular diagnostics, from ideation to development and delivery of testing advancements that improve patient outcomes across a range of settings.

As a member of our team, you can make an immediate, measurable impact on a global scale, within an environment that fosters career growth and development.

Cepheid is proud to work alongside a community of six fellow Diagnostics Companies at Danaher.

Together, we're working at the pace of change to improve patient lives with diagnostic tools that address the world's biggest health challenges.


Position Summary:

  • Perform key customer service tasks and maintain customer satisfaction at a high level.
  • Partner with RSA, EMEA and US teams to drive continuous improvement initiatives.

Essential Job Responsibilities:

  • Support all export and domestic strategic and operational goals to help achieve company revenue targets.
  • Effectively manage your respective customer portfolio's and create a center of excellence that establishes and implements best practices with a continuous improvement attitude.
  • Ensure DBS tools are properly leveraged and used within the department and cross functionally.
  • Collaborate closely with other teams within Cepheid RSA to ensure alignment of processes.
  • Team with other support functions such as demand planning, logistics, technical support, service center, repair center field staff, sales etc. to maintain a strong collaboration geared toward maintaining or enhancing customer satisfaction at the highest levels.
  • Create solutions and develop strategies to optimize the customer order management experience in both export and domestic markets.
  • Facilitate the creation of standard work around the internal order management process to identify and resolve quoting and pricing issues.
  • Work closely with finance, legal and other departments to develop expertise in the team around the order management process.

Day to Day Activities:

  • Ensure all customer orders are processed and sent to logistics before specified cutoff times and adhere to the 3PL requirements for seamless order delivery process to customers.
  • Every customer query (internal and external) to be actioned and responded to timeously. Customer recons to be completed as and when required.
  • Instrument / systems to be processed and sent to the relevant departments for their actions timeously ensuring no delay is caused by customer service in the installation dates set between sales, FAS, service center and the customer.
  • Ensure all quotations, you are responsible for are completed within the agreed upon SLA's
  • Always check case queue and close all SFDC cases you hold responsibility for within the specified timeframe, never allowing the department to reflect red in the global tracker for this measurement.
  • Ensure compliance with 8x8 availability and answering of customer calls timeously.
  • Compliance in terms of contract processing on SAP and filing of the relevant contract and paperwork is mandatory.
  • Billing of rental's must be done accurately and according to the customer billing date, making reference to the relevant SOP.
  • Reporting, updating of spreadsheets and all presentations to be completed before due dates to ensure timeous submission.
  • For our departmental activities always follow the RSA order management work instruction D61781.
At Cepheid we believe in designing a better, more sustainable workforce.

We recognize the benefits of flexible, remote working arrangements for eligible roles and are committed to providing enriching careers, no matter the work arrangement.

This position is eligible for a remote work arrangement in which you can work remotely from your home. Additional information about this remote work arrangement will be provided by your interview team.


At Danaher, we value diversity and the existence of similarities and differences, both visible and not, found in our workforce, workplace and throughout the markets we serve.

Our associates, customers and shareholders contribute unique and different perspectives as a result of these diverse attributes.

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