Sr Customer Service Administrator

Job Description

At Thermo Fisher Scientific, each one of our 110,000 outstanding minds has a unique story to tell. Join us and give to our singular mission! Enabling our customers to make the world healthier, cleaner, and safer!

When you are part of the team at this dynamic Company, you’ll do important work, like helping customers in finding cures for cancer, protecting the environment, or making sure our food is safe. Your work will have real-world impact, and you’ll be supported in achieving your career goals.

Surrounded by collaborative colleagues, you’ll have the support and opportunities that only a global leader can give you. Our respected, growing organization has an outstanding strategy for the near term and beyond. Take your place on our strong team and help us make significant contributions to the world.

Job Title: Senior Customer Contracts Administrator

Reports to: Service Sales and Contracts Manager ANZ

Career Band: Band 3

Position Location: Scoresby, Victoria

Position Summary:

Your role in Contracts Administration supports the delivery of outstanding instrument Service Plans for our customers. You will be a key point of contact for customers enquiries for service plan renewals and quotations. Working collaboratively with the Service Sales team to produce quotations and enter agreements into our service systems. A key responsibility is invoicing of Service Plans in our ERP systems. You will collaborate closely with the Field Service Engineers to ensure timely scheduling of Service Plan deliverables.

The environment is dynamic, fast paced and encouraging, with a culture of process improvement, teamwork and success.

Key Responsibilities:

• Act as a primary interface between the customer and the Service team for Service Plan enquiries. Responsible for answering customer enquiries via telephone & Salesforce.
• Working with Customers and Sales Team to produce Service Plan renewals, incorporating any required additions or changes.
• Entering and activating Customer Service Plans in our systems
• Invoicing of Service Plans in our ERP systems.
• Scheduling of Service plan commitments such as Preventative Maintenance to optimise Customer convenience and engineer availability
• Investigating and completing credits for disputed invoices.
• Completes general administrative tasks to support the service team.
• Meets and exceeds quality and performance metrics as outlined.
• Adheres to schedule, including regular, reliable and punctual attendance at work.

Minimum Requirements/Qualifications:

Qualifications & Experience

• Customer service skills and experience is required.
• Tertiary qualifications in science, engineering, technical field or business managment degree
• Proficiency with Microsoft products, CRM (ideally SFDC) and ERPs such as SAP
• Work autonomously as well as within an interacting environment
• Demonstrate judgment, tact and subtlety in dealing with internal and external customers.
• The ability to prioritize and solve problems and to multi-task.
• Excellent written and verbal skill, collaborate at all levels internally and with customers.

Skills & Attributes

• A strong background in Customer Service or sales support with a focus to exceed internal & external customer expectation.
• Very strong attention to detail and data accuracy
• Situational adaptability – Adapting approach and demeanour in real time to match the shifting demands of different situations
• Action Orientated – Tackling new opportunities and touch challenges with a sense of urgency, high energy and enthusiasm
• Anticipates and balancing the needs of multiple partners
• Skills to collaborate with departments across the business.

Frequent Contacts:

Internal

• Service Sales Team
• Field Service Engineers
• Service Managers
• Customer Service
• Internal Sales

External

• Customers
• Contractors

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, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, disability or any other legally protected status.