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Service Excellence Coordinator
2 months ago
As a Customer Service Representative at Thermo Fisher Scientific, you will play a pivotal role in ensuring customer satisfaction and operational efficiency. Your responsibilities will include:
- Managing Customer Data: Oversee and update customer master data to ensure compliance with data protection and auditing standards.
- Order Processing: Generate quotations, process orders, and establish scheduling agreements in alignment with service level agreements.
- Communication: Handle incoming telephone inquiries, fostering strong relationships with customers while addressing any service-related issues.
- Cross-Department Collaboration: Work closely with various departments, including Distribution, Planning, and Finance, to manage customer expectations regarding stock levels, pricing, and payment processes.
- Service Risk Management: Collaborate with the Sales Operations team to identify potential service risks and engage in customer meetings to address concerns.
- Issue Resolution: Investigate and resolve customer queries or complaints promptly and effectively.
- Delivery Coordination: Liaise with courier services and utilize tracking systems to monitor delivery statuses.
- Operational Meetings: Lead and participate in daily operational discussions to enhance service delivery.
- Email Management: Oversee and organize the shared mailbox, ensuring proper coding and filing of communications.
- Performance Targets: Strive to meet and exceed Lines on Time in Full (LOTIF) targets.
- Health and Safety Compliance: Uphold the responsibilities outlined in health, safety, and environmental policies, promoting awareness among colleagues.
We seek a candidate with a background in customer-facing roles, demonstrating a collaborative spirit, exceptional organizational skills, and strong communication and problem-solving abilities. Proficiency in SAP is advantageous, along with intermediate to advanced skills in Microsoft Word and Excel.
