Customer Administration 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.

Position Summary:

The Product Administrator is part of a team which supports the Portfolio Management group (Portfolio Leader, Product Manager, Associate Product Manager) in the delivery of effective, timely and accurate product support to customers/market as well as the effective management & maintenance of product masterdata across the portfolio. 

Key Responsibilities:

Masterdata Management

• Ensure consistency, accuracy, and accountability for critical data.
• Manage key sub-streams including master data for Product, Vendor, and Customer.
• Maintain product master data, including new item setups, descriptions, database audits, price updates (buy to list updates including year-end process, with approvals from Product Managers), alternatives, and pack sizes.
• Execute data governance at the local level as defined by Regional/Global Governance strategy.
• Maintain and ensure data consistency across multiple ERPs.
• Execute the product discontinuation process including effective & clear communication internally.

Product Administration

• Manage product extensions in systems, product price changes, product discontinuations, and online SKU extensions.
• Support Product Managers with product queries, including liaising with supplier partners and divisions.
• Provide support for complex quotations and tenders with product coding and alternatives.
• Liaise with sales support to provide timely feedback to external and internal stakeholders.
• Handle Certificates of Analysis (COAs) and quality-related product data and information.
• Manage customer notifications and address product issues.

Digital Product Support & Strategy Implementation

• Maintain the product database and act as the gatekeeper for data integrity across multiple platforms for the end-to-end Product Lifecycle Management process, including ongoing database audits, ensuring professional presentation and easy access to product information.
• Act as a subject matter expert for the Product Lifecycle Management process across all platforms, including the development and ongoing maintenance of SOP documents, and training and onboarding new staff as required.
• Own and maintain the Digital Master SKU list (MSL) and set up and maintain the product item cross-reference table to support digital SKUs across all platforms.
• Own the failed validation order process for items on the cross-reference table to ensure customer order issues are resolved within agreed KPIs.
• Hold ANZ Approver status for Open Text Media Manager (OTMM), ensuring timely approval of digital images and PDFs to be published to thermofisher.com.
• Coordinate the Annual Supplier List Price Movement, including managing and maintaining the supplier list price register and price changes (pre and post go-live) to maintain profit integrity across all platforms.
• Set up and maintain PROMO pricing (including clearance center) on Product Manager requests across all platforms.
• Support Product Managers in their communication with both internal and external customers regarding digital product queries, ensuring accurate and efficient information dissemination.

Frequent Contacts:

Internal

• Portfolio & Marketing Team
• Customer Service Team
• Supply Chain Planning Team
• Product and Business Managers
• Account Managers
• IT Team
• Regional Masterdata team

Minimum Requirements/Qualifications:

• Intermediate to advanced level competence in computer skills; specifically the Microsoft Office suite applications – Excel, Word and Outlook.
• Tertiary qualification in a science discipline including chemistry (Preferred)
• Laboratory experience (Preferred)
• Customer service skills
• Previous experience in a sales & marketing or administrative support role

Skills & Attributes:

• Excellent communication skills, both written and verbal, with the ability to converse with stakeholders of varying technical knowledge.
• Results oriented and driven to succeed
• Ability to manage customer relationships across a range of cultural business environments.
• Strong time management and organisational skills, with a methodical approach to processes.
• Ability to successfully prioritise a high volume of work effectively whilst meeting customer expectations.
• Attention to detail with a high degree of accuracy in tasks performed
• A “customer-first” attitude.

Other Job Requirements:

 ·      Preferably Bachelor’s degree (Arts, Science, Commerce, Business Administrations)

·       3-5 years Hands on experience on Order Management

·       Requires strong computer skills, including Microsoft office

·       Display excellent verbal and written communication and interpersonal skills.

·       Highly detail-oriented and organized with excellent analytic and problem-solving abilities

·       Able to multi-task, prioritize and manage time effectively

·       Ability to work under pressure

·       Customer orientated and ability to adapt/respond to different types of tasks

·       Flexible to work in Early Morning and Night Shifts

Thermo Fisher Scientific is an EEO/Affirmative Action Employer and does not discriminate on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, disability or any other legally protected status.