Sr Customer Service Representative

6 mesi fa

Milano, Italia Thermo Fisher Scientific A tempo pieno

**Customer Service Specialist Italy**

**Position Summary**: reporting directly to the Customer Service Manager South Europe. The jobholder is responsible for acting as a first point of contact for all external and internal customer service queries and ensuring customers satisfaction.

**Responsibilities**:

- Day-day delivery of a dedicated area, duties could include but are not limited to, order entry /processing, quotation preparation, complaint management and general resolution of customer enquiries both verbal and written
- Committed to developing a good high level of product knowledge
- Participate in the departmental training plan and commit to a focus on continuous personal improvement Takes responsibility for customer follow-up and communication Owns customer issues and works with a wide range of stakeholders to solve them
- Providing a high and efficient level of customer service Strives to exceed Individual/Department/Company KPI’s
- Empowered to resolve complex or difficult customer queries seeking support and clarification where appropriate
- Handles all queries within the established best practice guidelines. Works collaboratively with all internal stakeholders to deliver customer centric solutions Is a customer advocate, passionately supporting their needs and ensuring their views and concerns are captured, resolved and escalated
- Ensuring we are working to the customer’s expectations and deadlines if different from the departments
- Communicate effectively with customers, sales force and colleagues all relevant information and issues, e.g. key customer issues, quotation outcomes, customer information and demonstration requests.
- Support Sales team with organization sponsoring events.
- Purchasing
- Back office support to Sales team in different task linked with the business.
- Constantly looks for opportunities to prevent problems, not just react to them

**Minimum Requirements/Qualifications**:

- Min of 2 years’ experience in Customer Service in in a multi-channel customer service environment
- Experience in the pharmaceutical/biotechnology is a plus
- Track record of being able to multi-task and work in a flexible work environment
- Understanding of a supply chain environment and how to work collaboratively with the Supply Chain team
- Possess excellent problem-solving skills
- Experience in Microsoft office and general business acumen is required
- Strong customer service focus and relationship building skills
- Willingness to travel when required
- Fluent in English and Italian is mandatory.

Thermo Fisher Scientific Inc. is the world leader in serving science, with annual revenue of approximately $40 billion. Our Mission is to enable our customers to make the world healthier, cleaner and safer. Whether our customers are accelerating life sciences research, solving complex analytical challenges, increasing productivity in their laboratories, improving patient health through diagnostics or the development and manufacture of life-changing therapies, we are here to support them. Our global team of more than 100,000 colleagues delivers an unrivaled combination of innovative technologies, purchasing convenience and pharmaceutical services through our industry-leading brands, including Thermo Scientific, Applied Biosystems, Invitrogen, Fisher Scientific, Unity Lab Services, Patheon and PPD

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