Job Title : Sr Customer Service Administrator
Location : Parma, Emilia-Romagna
Company : Thermo Fisher Scientific
Salary :
Open Date : 2023-02-25
Close Date : 2023-06-25

Parma based position is responsible to coordinate, manage, and fulfill customer orders in line with processes and procedures.

To act as a point of contact for the customer, including the resolution of customer requests and complaints, and to keep the customer up to date with any issues affecting the orders.

Responsibilities:

This ensures complete customer satisfaction by providing end to end commercial services, such as or Order processing and support to sales and customers:

• Work closely with the sales teams and the customers to ensure that information is accurate, and communication is timely
• Execute and manage order processing transactions accurately, in a timely manner from order entry to delivery commitment to customers
• Set order management priorities according to revenue needs, customer needs and special sales situation.
• Provide a client focused first point of contact to answer customer inquiries, process customer orders
• Proactively communicate order confirmations/changes to customer according to the information received by the other department
• Handle customer order enquiries, issues and engage with relevant stakeholders to resolve issue in a timely manner.
• Ensure all documentation and order processes are in line with corporate guidelines and compliance.
• Update and maintain all key customer information within AS/400 and other supporting systems
• Collaborate with Materials and Production and resolve issues
• Answering incoming calls.
• Follow Customer Allegiance Score (CAS), the system for Customers Satisfaction
• Participate in the Continuous Improvement Program (PPI), contributing to the development and implementation of improvement initiatives within the department and identifying process improvements (Kaizens)
• Adherence to export and global trade compliance legislation or company requirements etc. for all orders, liaising with export and logistics staff where required to meet all necessary requirements for all types of orders.

Other Job Requirements:

Key Interfaces:

• Our Customer/Distributors/Reps
• Sales Organization
• Other business functions e.g., Engineering, Finance, Marketing, Supply Chain, Sales etc.
• Other Customer Service Team Members

Minimum Qualifications:

• High school diploma or equivalent required.
• At least 5 years working experience within a customer service environment
• Working knowledge and experience of using AS/400 (preferred but not mandatory)

Skills and Attributes:

• B2 English level required; Italian mother tongue level in fundamental (Spanish / German are appreciated)
• Effective prioritization and multi-tasking skills, be aware to work in a stressful environment
• Tenacity, Thoroughness & Integrity
• Demonstrates a professional, responsive & flexible attitude to work, to react to all challenging customers’ requirements
• Experience working in a global environment with customers from different cultures, languages etc who have different expectations
• Excellent written and verbal communication skills
• Intermediate to advanced skill level of Microsoft Office
• Highly developed organization and problem-solving skills
• Complaint handling/conflict resolution skills
• Attention of details required

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