Sr Customer Service, Sales Specialist

Work Schedule

Environmental Conditions

Job Description

As part of the Thermo Fisher Scientific team, you’ll 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.

DESCRIPTION:
Join our team at Thermo Fisher Scientific where you'll contribute to our mission to make the world healthier, cleaner, and safer.

The Sr Customer Service Sales Specialist is the structured customer-facing commercial front door for Product Inspection pre-order activities across systems, service contracts and aftermarket solutions. The role translates customer needs into accurate, feasible and commercially sound proposals, coordinates complex cross-functional inputs, drives proactive follow-up and ensures complete order packages are ready for execution. By connecting customers, Sales and technical functions, the position strengthens customer experience, commercial discipline and profitable growth.

KEY RESPONSIBILITIES

• Act as a responsive customer-facing contact for general inquiries, commercial support and pre-order coordination, including shared-mailbox and telephone coverage where applicable.

• Triage customer requests, provide timely first response and maintain ownership until the request is accepted by the correct function.

• Support Sales in preparing quotations and commercial proposals for systems, service contracts, spare parts and aftermarket solutions.

• Manage complex opportunities requiring coordination of multiple stakeholders and technical inputs, involving Engineering / Application experts when feasibility validation is required.

• Ensure proposals are accurate, aligned with company policies and responsive to customer requirements.

• Provide structured quote follow-up, monitor aging and support conversion, renewals and installed-base penetration actions.

• Manage Salesforce from opportunity creation support through funnel maintenance, ensuring timely and accurate CRM data.

• Ensure the pre-order package is complete before PO receipt and perform a disciplined handover to Order Management.

• Identify opportunities to improve quotation workflow, response time, proposal quality and internal coordination; surface recurring customer pain points.

ACCOUNTABILITY / DECISION RIGHTS

• Own customer response and coordination of assigned pre-order activities.

• Own proposal completeness and follow-up discipline; Sales retains accountability for the commercial opportunity, pricing strategy and final negotiation.

• Own routing and closure visibility for general customer inquiries within the agreed front-door process.

• Return incomplete internal quotation requests until mandatory technical and commercial inputs are available.

KEY INTERFACES

• Regional Sales and Service Sales

• Application Engineering, Engineering, Service and Product Management

• Order Management and Operations

• Marketing and installed-base / lead-generation stakeholders

• Field-service scheduling / execution or transactional service administration and invoicing ownership.

SUCCESS MEASURES

• Customer first-response time and quote turnaround time

• Quote follow-up completion / aging and quote-to-PO conversion support

• Proposal accuracy / first time-right rate

• CRM data quality and funnel update

• Pre-order package completeness

• Bookings / revenue support contribution

• Customer issue routing and closure time

EXPERIENCE & COMPETENCIES

• High school diploma or equivalent required; degree in a technical, commercial or related field preferred.

• 2-4 years of experience in sales support, technical-commercial support or proposal coordination.

• Ability to interpret customer requirements; experience in commercial proposal processes.

• Strong customer orientation, commercial sensitivity, communication, problem solving, prioritization and cross-functional stakeholder management.

• Experience with Salesforce or similar CRM.

• Fluent Italian and excellent English; availability for occasional travel up to approximately 10%.