Senior Customer Care Coordinator

at  Leica Biosystems

POSITION SUMMARY

Responsible for the day-to-day handling of customer service inquiries, working with Account Managers, Engineers, Product Specialists and Service Admin Teams to meet and exceed customers’ expectations in providing efficient and effective service to all Leica customers, and contribute to the overall success of the Customer Service Team. Has responsibility for the day-to-day, end-end orders processing of orders, starting from customer enquiries until invoice.
The Customer Service Coordinator acts as liaison between company/all relevant departments and customers and is the first point of contact for all customer service enquiries, responding appropriately by providing quality information.

EXPERIENCE/SKILLS:

• Prior experience in Customer Care and experience in working with a team to support external customers
• High attention to detail and strong decision making ability
• Proven organisational and planning skills
• Strong time management skills with the ability to juggle priorities
• Ability to work to tight deadlines in a pressured and high paced environment
• A high sense of urgency
• Strong communication, presentation, interpersonal, stakeholder management skills in order to navigate across different levels of the organisation
• Experience in Supply Chain Management, Inventory Management and SAP are highly desirable
  Travel: Minimal < 10%, as required for National/International meetings

• Supervise day to day Order to Cash activities of Customer Care and Warehouse.
• Handle phone and email related customer inquiries between the hours of 8:30am-5:00pm Monday – Friday.
• Support monthly, quarterly and annual Revenue targets in line with ANZ’s annual business plan.
• End-to-end management/ Coordination of all Sale orders (ownership of orders within the assigned territories).
• Liaise with Business Units, Service Freight forwarders, Customer Service Administrators, Engineers and Product Specialists to ensure all products are delivered and invoiced in a timely and professional manner.
• Place orders on Business Units for Instruments, Spare parts and Consumable purchases.
• Create proforma invoices, as and when required.
• Process goods to be returned to BU and follow up with BU on Credits.
• Inventory Planning
• Quote customer consumables and spare part prices at list price or as per customer agreements.
• Liase with Account Managers to ensure special pricing is renegotiated with customers. Set up and maintain pricing in SAP before current prices expire.
• Run various SAP and SFDC reports to support organisation requirements.
• Maintain and update SAP & SFDC databases including account details and customer contacts.
• Manage import permits and MSDS as required.
• Raise e-tickets with PSG for issues related to processing of Sales Orders, Invoices etc.
• Actively contribute and implement continuous improvement initiatives.
• Participate in Daily Management to enhance Operations performance.
• Participate in stocktakes as required.
• Other activities as required to assist the Operations team
• Enforce Leica Biosystems Terms and Conditions of sale.