- Creates a positive customer experience (domestic and international) through variety of virtual customer interactions.
- Develops knowledge of CAS Registry Services and CAS Supplier Insights options, partners with team members regarding other CAS solutions, and uses problem-solving skills and seeks advice from team members to discern each customer's chemical information needs. Guides customers to the appropriate service / solution option. Guides participating suppliers to get the best value from their selected plan.
- Develops skills in managing customer expectations and works with team members to positively resolve escalations of customer inquiries and/or concerns. Collaborates with team members to ensure resolution of customer concerns in ways that create overall positive customer experience. Develops skills to recognize opportunities for continuous improvements.
- Administers workflow and tracking systems to ensure deadlines and schedules are met.
- Drives processing of customer orders and supplier submissions including completion of pre-chemist/pre-engineer tasks. Prepares and distributes deliverables.
- Creates reports for participating CAS Supplier Insights suppliers, including advanced data reports and annual reports to increase participation value.
- Develops relationships to begin collaborating with other CAS functional areas to ensure an efficient process for customers from inquiry to accounts receivable activities. Seeks guidance from team members when appropriate
- Develop skills in and perform quality control/quality assurance activities for chemistry concepts, e.g. accuracy of basic chemical nomenclature, and CHEMCATS database structure and content presentation to ensure accurate, high-quality customer deliverables. Learns to identify inconsistencies/errors and participates in continuous improvement efforts.
- Bachelor's Degree
- 1-3 years of experience in business operations
- Strong customer service and relationship building skills.
- Ability to work on a team, or independently
- Strong verbal and written communication skills.
- Excellent attention to detail and solid organizational skills with the ability to prioritize tasks to meet multiple deadlines.
- Actively develops knowledge of Registry Services and CAS Supplier Insights options and workflows; familiarity with other CAS customer interaction points and CAS solutions
- Intermediate experience with Microsoft Office applications (especially Outlook, Word, and Excel) and proficient use of Adobe Acrobat Pro
- Basic skills in business systems (i.e. )
- Basic skills in Unix-based applications
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Registry Services and Supplier Insights Analyst - Columbus, United States - American Chemical Society
Description
CAS uses intuitive technology, unparalleled scientific content, and unmatched human expertise to help companies create groundbreaking innovations that benefit the world. As the scientific information solutions division of the American Chemical Society, CAS manages the largest curated reservoir of scientific knowledge, and for 115 years, has helped innovators mine, assess and apply that information to keep businesses thriving. The CAS team is global, diverse, endlessly curious and strives to make scientific insights accessible to innovators worldwide.
CAS is currently seeking a Registry Services and Supplier Insights Analyst. This position will be located in Columbus, OH.
Position Summary
This position provides customer service for both domestic and international customers and administers the workflow for distributing customer deliverables. Contributes to the technical work product creation and quality assurance processes. Leverages problem solving skills to direct customers to the correct service or solution options and manages customer expectations. Collaborates and partners with many cross-functional units to ensure a positive end-to-end customer experience.
Position Accountabilities
Education/Experience/Technological Knowledge
Physical Demands and Work Environment
While performing the responsibilities of the position, the worker may exert up to 10 pounds of force frequently or 20 pounds occasionally to lift, carry, push, pull or otherwise move objects, including the human body. This position is considered sedentary work which involves sitting most of the time. The worker is occasionally required to stand, walk, and reach with arms and hands. The worker is required to talk and hear. The worker is often required to use their wrists, hands and/or fingers, to handle, grasp or feel; making substantial movements. The worker is required to have close visual acuity to perform an activity such as: preparing and analyzing data and figures; transcribing; viewing a computer terminal; and/or extensive reading. The noise level in the work environment is usually quiet to moderate.
Reasonable accommodation can be made to enable people with disabilities to perform the described essential functions.
CAS offers a competitive salary and comprehensive benefits package, including a generous vacation plan, medical, dental, vision insurance plans, and employee savings and retirement plans. Candidates for this position must be authorized to work in the United States and not require work authorization sponsorship by our company for this position now or in the future. EEO/Minority/Female/Disabled/Veteran.
