-Order fulfillment : processes quotations, orders, returns, replacements, debits and credits accurately and timely.

- Responds optimally and efficiently to customer inquiries within appropriate time frame ranging from orders, product availability, pricing, shipping, billing, documentation (proof of delivery, terms of contracts etc.), marketing promotions and sample requests.

- Attends and handles customer complaints, logs the complaint data in system and following through to ensure complete closure within appropriate time frame.

- Reviews all open sales orders and backlog, follows up with relevant supply site contacts to ensure on-time shipments. Advises customers of product delinquency and proposed recovery dates.

- Handles called out customer problems. Resolves problems through root-case-analysis of situations and experience to resolve the best use of approach and resources.

- Identifies process gaps and issues, recommends process improvements and system enhancements for enhanced efficiency.

- Plans, prioritizes and advises work flow and project assignments, ensuring all work is properly distributed across team.

- Further partnership and builds a safe environment which encourages and establishes trust.

- Guides, advises and monitors efficiency and productivity to ensure the following service standards and key performance indexes (critical metrics) are met

-Answered Rate - all incoming calls are answered authoritatively, with good phone etiquette-Quotes & Orders - no quotes and orders left unprocessed; SLA 24 hours (or other appropriate time frame).Order Progression

- Ensures no unnecessary order holds and held orders to be released within the shortest time. Reviews all open sales orders and backlog; ensures thorough follow-up with supply sites for availability dates and advise customers of any product delinquency.

Customer Inquiries & Complaints - to be attended and responded;

- Any other administrative task as deemed appropriate by the Manager. Make joint visits with sales or marketing team as and when vital to solicit feedback and grow business relationship

- Ensures compliance to company policies and procedures (References SOPs, WINs, and approval processes) accurately and a good record of documentation maintained for audit purposes.

Requirements:

• A Diploma or Bachelor's Degree in Engineering or Business.
• A proven track record (5+ years) in Customer Care or related roles involving extensive customer interaction.
• A confirmed understanding of Oracle/SAP.
• Proficiency in the English language.

Our Mission is to enable our customers to make the world healthier, cleaner and safer. Watch as our colleagues explain 5 reasons to work with us. As one distributed team of 100,000+ colleagues, we share a common set of values - Integrity, Intensity, Innovation and Involvement - working together to accelerate research, address sophisticates scientific challenges, drive technological innovation and support patients in need. #StartYourStory at Thermo Fisher Scientific, where diverse experiences, backgrounds and perspectives are valued. Apply today! http://jobs.thermofisher.com

Benefits:

We offer driven remuneration, annual incentive plan bonus scheme, healthcare, company pension, and a range of employee benefits! Thermo Fisher Scientific offers employment with an innovative, forward-thinking organization, and outstanding career and development prospects. We offer an exciting company culture that stands for integrity, intensity, involvement, and innovation.