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Concierge Specialist - Americas - Full-time / Part-time
•30 days ago
| Hours | Full-time, Part-time |
|---|---|
| Location | Kansas city, Missouri |
About this job
Position objectives:
The Instrument Concierge is an added support for certain instrument customers. The Concierge Specialist manages the customer experience from purchase order placement through install and training. The Specialist connects directly with customers to keep them informed and help bring the customer’s voice to our organization. They work in collaboration with all necessary internal functions to achieve objectives and improve the customer experience.
Essential functions:
The Instrument Concierge is an added support for certain instrument customers. The Concierge Specialist manages the customer experience from purchase order placement through install and training. The Specialist connects directly with customers to keep them informed and help bring the customer’s voice to our organization. They work in collaboration with all necessary internal functions to achieve objectives and improve the customer experience.
Essential functions:
- Build relationship with customers and become their primary point of contact while they are in the Concierge process
- Build relationships with internal colleagues to partner on process
- Understand customer expectations & needs to help deliver the required experience
- Assist customers with their lab preparation and training needs • Leverage playbook to own, track and drive the internal processes to meet commitments
- Work in collaboration with operations, sales, service, support and customer service to ensure smooth installations and trainings
- Track progress of customers in database
- Uncover and resolve bottlenecks in processes impacting customer experience & efficiency
- Use problem solving & organizational skills to resolve escalated issues via a methodical approach – determining root cause, etc
- Analyze various data sets to identify & drive areas of improvement
- Assist product launch by coordinating Early sites readiness
- Summarize and report out about Concierge activities, projects & customer feedback / voice of customer, etc., to the rest of the organization
- May be required to perform other related duties as required and/or assigned
- 2 years Customer Service/Technical Support role or similar
- Scientific/Technical background preferred
- Customer focused & passionate about improving customer experience
- Excellent relationship building & maintaining skills across all levels of the organization
- Excellent problem solving skills
- Ability to manage multiple priorities
- Ability to manage projects to meet planned objectives, timescales, etc
- Is curious, inquisitive, innovative, never satisfied with the status quo
- Proven ability to work independently and in a team
- Computer literacy, document and presentation preparation
- Excellent communication skills in English; Additional languages would be an advantage (Italian, French, Spanish, German)
- Proficiency in Microsoft Packages
- Bachelor's degree in Science - business or science preferred
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