Senior Customer Service Administrator

Work Schedule

Environmental Conditions

Job Description

As part of the Thermo Fisher Scientific team, you will discover meaningful work that makes a positive impact on a global scale. Join our colleagues in bringing our Mission to life every single day to enable our customers to make the world healthier, cleaner, and safer. We provide our global teams with the resources needed to achieve individual career goals while helping to take science a step beyond by developing solutions for some of the world’s toughest challenges, like protecting the environment, making sure our food is safe or helping find cures for cancer.

Senior Customer Service Administrator

The Senior Customer Service Administrator works in a multi-cultural team and enjoys working in an international setting (EMEA region) and has a coordinating operational role in relation to various processes concerning supporting our external customer and internal teams.

Key areas of responsibilities/How do you make an impact:

Administratively supporting EMEA Field Service Managers, Account managers and our finance team. You are carrying out operational activities in QAD (ERP system) to maintain our Install Base of products, issuing service contract quotes for existing end customers and new offers to customer with warranty or extended warrant coverage. These tasks are done with a key focus on customer satisfaction and maintaining departmental goals.

The candidate will be required to operate at 100% proficiency when skilled/trained across all markets and businesses. Expected to guide and fill knowledge gaps when they arise within the team. Experience to handle all operational tasks and complexities for all regions and be autonomous on all operational activities of the team.

Operational Tasks/A Day in the life:

Provide effective support to the Sales teams, Service teams, Business partners and other customers in the EMEA region!

• Driving the process of timely service contract renewals
• Preparing accurate pricing of service contract quotes based on actual price list, contract type and coverage and special customer discounts.
• Supporting Sales account managers and Field Service Managers with POS (Point of Sales) service contract quoting.
• Manage timely review of Service contract Tenders and cross team collaboration on tender documents or details to ensure on time submission is met.
• Organize alignment meetings with Field Service managers and Account managers to review the service contract renewal status and agree upon follow up actions.
• Accurately process quotes, customer purchase orders and requests, including price determination, accurate cost, and revenue account reflection into the ERP (QAD) system
• Actively taking care of timely invoicing of service contracts and clearing billing release data
• Acting as customer liaison with Accounts Receivable to determine billing issues and find swift resolutions.
• Promptly reply to e-mail queries from customers and stakeholders and store all communication within our Cora (customer management tool). Make sure to archive the settled e-mails on time to keep a clean the daily workload under control.
• Ensures SOX, Legal and ISO compliance; cooperates with & coordinates any internal or external audit requests.
• Ensures all released processes and procedures are implemented and respected, actively works on improvements to said processes while highlighting opportunities to improve customer and stakeholder satisfaction.

Knowledge/skills/abilities (Key to success):

• Possess a solid understanding of customer service environment, ability to move between tasks, identify customer or revenue risk and can communicate these exposures effectively and efficiently to company decision makers, when necessary.
• Good judgment in balancing business and commercial needs and potential risks/exposures with customer requests.
• Detail oriented with a high degree of integrity, intensity, innovation, and involvement and leads by example.
• Show passion and dedication to departmental/ individual performance goals.
• Maintains professionalism in working relationships with team, customers, and others within the company.
• Make sure daily tasks and cases are taken care of swiftly, accurately, with outstanding care to our customer.

Job Requirements

• Minimum - Professional education MBO+ or equivalent required, validated experience in customer service environment, service, or business administration.
• Proficient in English and in one other language: Preferably German, French, Italian
• Good knowledge of QAD, CORA and Office packages, such as Outlook, Excel, Word, and PowerPoint
• Demonstrated ability to multi-task, work within tight schedules and under pressure, both independently and as part of a team. Strong interpersonal skills with a collaborative / integrative style of working to reach common goals and objectives.
• Excellent verbal and written communication skills
• Flexible to accept and pick up other duties as assigned.

What do we offer!

Based on full time contact:

• Competitive benefit package
• 13th month salary and holiday allowance
• Max. 6% annual bonus
• 40 days holiday per year
• Flex MyBenefits package (e.g Bike plan, Tax Benefit on Gym membership)
• Flexibility to work 1 day from home.
• Being part of a dynamic international team.
• 4Fun committee with quarterly team activity.