Customer Portal & Sample Specialist

Job Description

Job Title: Customer Portal & Sample Specialist. Job Description:. Customer Portal & Sample Specialist. Job Title:. Customer Portal & Sample Specialist. Department:. Customer Service. Reports To:. Team Lead – Sales Administrator. Location:. Mumbai. Job Summary:. The Customer Portal & Sample Specialist is tasked with overseeing the customer portal operations and managing the entire sample processing workflow from initiation to completion. This role involves guaranteeing a smooth user experience within the customer portal, ensuring the meticulous maintenance of records, and collaborating with various functions to ensure prompt delivery of samples. Furthermore, the specialist is expected to evaluate portal usage analytics to improve customer interaction, resolve any issues associated with the portal, and deliver outstanding customer service by addressing inquiries and feedback concerning the portal and sample requests.. Key Responsibilities. Execute the order entry process and manage the order fulfillment process, interfacing with both internal and external customers for a given business line with a high level of complexity, ensuring compliance with laws, regulations, and Nouryon procedures.. Manage the full lifecycle of the customer portal process to ensure a positive and efficient experience for the business and Customer service, including onboarding, maintenance, offboarding, user access management, and cyber security compliance.. Receive and process sample orders from customers, the sales team, or internal teams and coordinate with the logistics department to arrange timely shipments.. Collaborate with the sales team to convert sample orders into full product orders when applicable and provide feedback to management on trends, customer concerns, and opportunities for process improvements.. Assist in the development and updating of sample order policies and procedures, monitor the status of sample orders, and provide updates to stakeholders as necessary.. Foster customer relationships and market knowledge to meet unique needs efficiently, maintaining service levels by making independent customer-facing decisions.. Coordinate activity at assigned customer accounts, address issues proactively, and implement solutions with a significant level of autonomy.. Strengthen customer intimacy by developing solid relationships, understanding customer needs, and gathering market intelligence.. Differentiate between customer requirements and Nouryon capabilities to choose the best and most cost-effective solution with limited oversight.. Support commercial strategies with Nouryon customers and drive Client Account team concept by servicing Key Accounts at an expert level.. Ensure established processes and best practices are utilized, effective process controls are in place, and adherence to processes and service levels is maintained.. Adhere to and execute new instructions or pivot on dynamic organizational priorities with flexibility and adaptability.. Proactively and independently interface with cross-functional teams such as Business Lines, Sales Teams, Logistics, Planning, Controlling, and Production.. Assist in onboarding new Customer Service Representatives (CSRs) by helping with training and knowledge transfer.. Handle month-end reporting and engage as a Subject Matter Expert (SME) in cross-functional projects and system testing.. Manage automation projects from inception through to successful implementation, ensuring they are delivered on time, and within scope. ". Key Activities. Enter orders into SAP following standard procedures, ensuring accuracy and adherence to company policies.. Proactively acknowledge and confirm order status with customers in line with cycle time Key Performance Indicators (KPIs).. Perform order processing checks and coordinate internally to resolve any issues that arise.. Provide tactful, professional communication consistently, both internally and externally, verbally and in writing.. Coordinate internally to manage delivery issues effectively and proactively work towards resolution.. Adapt to changing priorities and execute new portal initiatives without compromising operational KPIs.. Verify that data uploaded to the customer portal is accurate, up-to-date, relevant, and secure, ensuring protection from unauthorized access.. Coordinate with inventory and warehouse staff to ensure that sample stock levels are adequately maintained and managed.. Perform validation checks to ensure that the uploaded data meets predefined criteria or standards.. Develop a comprehensive cost analysis and provide an estimated cost per Full-Time Equivalent (FTE) on an annual basis, obtaining necessary approvals from stakeholders by presenting detailed financial projections and justifications.. During the implementation of a new customer portal, verify customer risk assessment forms and ensure compliance with regulatory standards, mitigating potential risks.. Review and respond to portal requests in a timely manner.. Prepare and present reports on the status of data migration activities to management and key stakeholders.. Qualifications and Skills. Minimum 5-years work experience, preferably in a relevant professional area. Master or Bachelor level of education. Willingness to work flexible hours to meet global time zone requirements. Knowledge of SAP Sales & Distribution and Materials Managements Modules required. Understanding of order to cash process (SAP, ARIBA preferred). Proficiency in analyzing and interpreting feedback and data to drive improvements.. Outstanding communication skills and ability to communicate with various levels and functions within the organization, including global team members. A degree of familiarity with MS Power Platform. Knowledge of CRM Dynamics (preferred). Organization and time management.. Has B2B Customer Service experience or been exposed to similar function. Strong customer focus and experience in implementing differentiated business rules. Analytical and problem-solving skills are required. Strong Microsoft office skills (Excel, PowerPoint, Visio, etc.) and other forms of technology related to his/her job; keeps up to date on technological changes; adapts work approach to keep pace with innovations in technology. Must be able to work under pressure and meet deadlines.. Show more Show less