Customer Service Representative

Cepheid is a leading molecular diagnostics company that is dedicated to improving healthcare by developing, manufacturing and marketing accurate yet easy-to-use molecular systems and tests. In our facilities in Solna / Sundbyberg we develop and manufacture diagnostics tests that improve patient outcome all over the world.
ESSENTIAL JOB RESPONSIBILITIES:
Proactively and quickly resolve customers issues and enquiries, maintaining a high level of customer satisfaction
Process customer orders for Sweden, Norway and Denmark in compliance with company policies and standard operating procedures
Manage customer returns and credit notes
Support the commercial team by creating quotes and responding to various requests
Maintain pricing (documentation and in the ERP)
Demonstrate high commitment in resolving customers issues, ensuring a high level of customer satisfaction
Team with other functions such as Demand Planning, Logistics, Finance, Tech Service to maintain a strong collaboration geared towards maintaining or enhancing customer satisfaction
Ensure compliance to internal policies, quality procedures and Sarbanes-Oxley Act (SOX)
Attend daily meetings with the rest of the team with a continuous improvement attitude to drive process improvements, efficiencies and drive customer satisfaction
Drive continuous improvement of results by leveraging DBS tools
Participate in Visual Daily Management at Gemba to drive improvements in key metrics
Utilise PSP in everyday Problem Solving to drive to root cause and implement countermeasures
Ensure timely capturing and resolution of Quality complaints in SFDC
Invoice management & partnering with Accounts Receivable
Preparing and sending tender offers and coordinate timely answer to tenders
Supporting to the sales team in providing tools and data for the pre-tender management
Performing daily monitoring of ongoing tenders as well as looking for new tenders



MINIMUM REQUIREMENTS:
Education or Experience (in years):
•High school degree (or equivalent experience) with minimum 2-3 years of relevant work experience
in a fast-paced Order Management role
•Experience with ERP systems such as SAP and CRM systems such as SFDC as well as MS Office products including Word, Excel, and Outlook
Knowledge and skills:
•Strong written and verbal communication skills
•Fluent in Swedish and English. Other languages including Norwegian and Danish are a plus
•High attention to detail with the ability to effectively review and understand sales agreements, proposals, purchase orders, and related information
•Strong focus on driving customer satisfaction
•Demonstrating an attitude of collaboration, leadership and accountability,
•Good problem solving and analytical skills.
•Demonstrating good judgment and initiative
•Self-motivated, confident, reliable and able to plan and follow up on outstanding issues
•Able to operate in a fast-paced environment
•Should be an outgoing, positive, team player
•Strong sense of accountability
Other:
Travel: minimum 10% - regional and some international travel may be required

Danaher Corporation and all Danaher Companies are equal opportunity employers that evaluate qualified applicants without regard to race, color, national origin, religion, sex, age, marital status, disability, veteran status, sexual orientation, gender identity, or other characteristics protected by law. The “EEO is the Law” poster is available here.