AddressAbout us
Thermo Fisher Scientific Inc. is the world leader in serving science, with annual revenue exceeding $44 billion. Our Mission is to enable our customers to make the world Healthier, cleaner and Safer. Whether our customers are accelerating life sciences research, solving complex analytical challenges, improving patient diagnostics and therapies or increasing efficiency in their laboratories, we are here to support them. Our team of more than 125,000 colleagues delivers an unrivaled combination of innovative technologies, purchasing convenience and pharmaceutical services through our industry-leading brands, including Thermo Scientific, Applied Biosystems, Invitrogen, Fisher Scientific, Unity Lab Services, Patheon and PPD. For more information, please visit www.thermofisher.com.
Position Summary:
The Key Account Customer Service Specialist will focus mainly on the provision of a high level of courteous, efficient Customer Service for our Key Account and clinical customers. Through effective relationship management, the role will drive business development and revenue generation. You will be the first point of call for customers and be responsible for placing and supervising orders. The team contribute strongly to business strategy and growth in sales; by maintaining and supervising standing orders, specialty orders, permits. This team also works collaboratively with a range of other internal departments to ensure fast and accurate service, proactively alerting customers to ensure expectations are met in a timely manner. This role is instrumental in converting customers to our web shop and self-serve model. This role can be based in either Melbourne or Adelaide.
Key Responsibilities:
- Deliver and maintain unparalleled service, working with all departments to accelerate customer experience
- Process orders accurately and help to drive customers towards our digital platform for additional speed of information
- Support the overall strategy for assigned accounts; incorporating business unit level account goals and objectives
- Participate and support with regular account reviews and business updates to key partners
- Record all activity within the Enterprise Resource Planning (ERP) and Customer Relationship Management (CRM) systems
- Prepare return authorisation and credits for processing and ensuring company compliance.
- Proactively alert our customers if we are unable to meet their required date for delivery including alerting our procurement team when expediting is required and partnering with sales for potential alternatives if required
- Handle customer complaints and customer issues autonomously holding self and others accountable
- Communicate optimally with customers and employees partnering for phenomenal results
- Think on your feet and trouble shoot issues autonomously
- Ensure compliance with processes around regulated activities championing the permit process
- Follow the company’s quality systems ISO 9000 and operating procedures
- Maintain a professional and positive demeanour whilst being committed to the values of Integrity, Intensity, Innovation and Involvement
- Initiate and implement process improvement opportunities to improve the customer experience and boost output
- Mentor and train others ensuring that they are working within company guidelines and adhering to policies
- Work collaboratively with a diverse industry Customer base and Transportation Companies and also work with internal Customer Service Colleagues, Sales & Marketing; Finance team; Logistics & Supply Chain; eComm and IT; Quality, legal and compliance functions
Skills and Experience:
- Minimum of 3 years in a similar Customer Service role
- Excellent digital literacy, ability to learn new concepts and packages as required
- Ability to remain professional and composed when presented with complicated circumstances
- Strong results focus and with attention to detail
- Excellent interpersonal and communication skills with ability to build to achieve results
- Outstanding organisational skills and the ability to prioritise tasks effectively
- Be able to work optimally (and in good humor!) in a fast-paced environment ensuring all tasks are performed to completion and on time
- A standout colleague who interacts well with all internal customers with experience in training, teaming and mentoring others
- Intermediate level competence in Microsoft Office Suite applications, Excel, Work and Outlook. Experience with Salesforce.com (CRM) advantageous
- University degree (preferred Science or business) and or related experience would also be advantageous
- Follow OHS policies and procedures and ensure a safe and healthy workplace environment
We offer competitive compensation and benefits packages, along with opportunities for professional growth and development. If you are a motivated individual with a passion for demand planning and inventory management, we invite you to apply for this exciting opportunity. Watch as our colleagues explain 5 reasons to work with us.
Thermo Fisher Scientific is an EEO/Affirmative Action Employer and does not discriminate on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, disability or any other legally protected status.
