Director of Customer Experience
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Employment type:
Full time
Experience required:
Director
Salary
Salary not provided
About the company:
ABOUT GREENLIGHT
At GreenLight we are working to solve two of the world's greatest problems: global food insecurity and equal access to vaccines and the associated health benefits. Unlike most corporations who can be required to put profits ahead of other principles, GreenLight is one of the first Public Benefit Corporations to be publicly traded and have a charter that requires a focus on how it benefits its employees, community and society and has a broad portfolio addressing key issues in plant health and human health (Nasdaq: GRNA) by leveraging the full potential of dsRNA and mRNA. The GreenLight team is a little over 260 people across our headquarters in Lexington, MA, an R&D facility and an R&D facility in Research Triangle Park, NC. GreenLight also has a biomanufacturing plant in Rochester, NY. Initiatives include finding ways to support biodiversity, protect bees and other pollinators, treat rare diseases as well as develop vaccines.
At GreenLight, we believe inclusion is the way forward. We celebrate the power of working together to address humanity’s challenges, meet the needs of underserved populations, and push the boundaries of scientific discovery. Fueled by our aspiration for a true sense of belonging, our talented teams embody the principles of diversity and equality as we strive to bring food security, medicine, and healthcare to everyone—paving the way for a sustainable future. For more information, visit www.greenlightbio.com.
POSITION SUMMARY
GreenLight Biosciences is seeking an exceptional, sales focused Director of Customer experience, engagement and Sales Support to join our team. The successful candidate will provide the link between customer insights, on the ground sales, inventory and manufacturing needs. The successful candidate will support the VP of Sales and Marketing in multiple areas of order fulfiment, order to cash, after sales and service, distributor/key account plans and operational management
MAJOR RESPONSIBILITIES
Executes order to invoice transactions ensuring accuracy and compliance with regulatory and other audit requirements
- Collaborates with the sales team to execute special customer programs
- Executes credits/rebills in close association with Finance and Inventory Management groups
- Works with logistics and sales to monitor customer shipments to assure service level agreements and improvements thereof
- Assist with creation of sales and invoice management systems (CRM) and processes
- Work with sales and other internal actors to create after sales service processes and systems and manage such
- Leads customer service improvement initiatives
- Propose and manage incentive programs and fulfillment options
- Other work as necessary
PROFESSIONAL EXPERIENCE / QUALIFICATIONS
- Minimum of 10 years agrochemical experience in a similar position
- International customer service experience
- Spanish, Portuguese and other languages a plus
- Excellent interpersonal skills with ability to lead, engage, focus, negotiate, and resolve conflict internally and externally.
- Experience working with all levels of management and with key business stakeholders.
- Ability to work in a dynamic and fast-paced environment.
- Strong team player that has a customer service approach and is solution oriented.
- Excellent communication skills.
- Strong presentation skills.
- Highly organized and detail oriented.
EDUCATION
- BA in Operations, Supply Chain, Shipping or other relevant business field
Greenlight Biosciences Inc. provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.
This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.
GreenLight requires proof of COVID-19 vaccination for its employees.
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