Address Job Description
Position Summary:
The Sales Helpdesk exists to support our commercial sales team by providing first point-of-contact resolution to enquiries arising from our field-based Territory Managers, Product Specialists and Sales Specialists.
As a team member each operator will perform key tasks and be responsible for delivering timely and accurate responses either directly to customers or back via the requesting person.
Using a queue management tool in Salesforce.com you will be responsible for ensuring that processes are optimised, and bottlenecks are removed to allow Thermo Fisher Scientific to excel in customer responsiveness.
Key Responsibilities:
Provide first level support to the field sales team by responding to their customer requests for information on quotations, product information, standard pricing and stock availability enquires.
Communicating indirectly with customers on behalf of the field sales team in relation to information they require.
Liaise with the commercial teams to ensure visibility on your activities with the customer and communicate any action or follow up required.
Utilise Salesforce.com for recording of Sales Support activity.
Facilitate the 'goods on approval' process and maintain accurate records to ensure compliance of process and minimal disruption on Masterpack (ERP).
Coordinate the return of goods process (return authorisation)
Utilise supplier catalogues, on-line databases, and other appropriate resources to cross reference products to meet customer quoting requirements. Makes suggestions for alternative products when items are not readily available.
Participate in product/vendor/systems meetings to stay up to date on new product lines and current systems.
Investigate and respond to any customer enquiries resulting from incorrect or delayed shipments.
Frequent Contacts:
Internal
- Territory Managers, Product Specialists, Sales Specialists
- Customer Service
- Finance and Accounts Receivable/Payable Team
- Supply Chain
External
- Customers
Minimum Requirements/Qualifications:
- Science degree and or related experience
- Previous sales or customer service experience
- Meticulous attention to detail
- Passion for providing outstanding customer service and achieving results through others
- Excellent communication skills both written and verbal
- The ability to think outside the square
- Able to handle fast paced environment and work to tight deadlines
- Strong organisational skills and time management capabilities
- Able to prioritise work
Skills and Attributes
- Excellent interpersonal and communications skills with ability to establish relationships with internal & external customers and staff to achieve results
- Ability to handle pressure and achieve desired outcomes
- Excellent digital literacy included in Microsoft Office, the ability to learn new concepts and packages as required by the position
Other Job Requirements:
- Adhere to OHS policies and procedures and ensure a safe and healthy workplace environment
Thermo Fisher Scientific is an EEO/Affirmative Action Employer and does not discriminate on the basis of race, colour, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, disability or any other legally protected status. out
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.
