Lead Customer Service Representative

at  Thermo Fisher Scientific

The role of a Key Account Customer Service Specialist is to provide the highest level of courteous, efficient customer service for our key account and clinical customers with a focus on first time resolution. Through effective relationship management, we will drive business development and revenue generation.
You will be the first point of call for customers and responsible for placing and supervising orders. We will need to contribute strongly to business strategy and growth in sales; maintain and supervise standing orders, specialty orders, permits and work with procurement for supply and batch reservations to ensure fast and accurate service including proactively alerting customers to ensure expectations are met in a timely manner. You will also be instrumental in converting customers to our web shop and self-serve model.
Key Responsibilities:
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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

SKILLS AND EXPERIENCE:

• Minimum of 3 years in a 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 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

OTHER JOB REQUIREMENTS:

• Some public holiday and out of hours work may be required. Possibility for on call work supporting this critical industry.
• Follow 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.

• 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 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 advantageou