Job Description
Job Title: Customer Services Administrator
Reports To: Customer Service Manager
Group/Division: SDG/APD
Career Band: 3
Location: Runcorn, UK
Position Summary:
Support Thermo Fisher Scientific’s Customer Service strategy and contribute to the overall levels of customer satisfaction exceeding customer expectation every time. To administer, process and fulfill customer orders in line with processes and procedures.
Specific Tasks
Maintain customer service standards by answering calls, e-mails and faxes promptly, remaining professional at all times
Process external and internal customer orders in an accurate and timely manner
Carry out daily checks on the status of orders or related tasks
Keep the customer fully informed on issues affecting service
Refer or escalate unresolved queries to the appropriate department for further action
Liaise with stakeholders on the status of orders and other issues
Ensure that internal systems are kept up to date at all times
Supply any necessary management information and reports
Assist with shipping
Provide cover for Reception
Other duties as assigned
Minimum Requirements/Qualifications:
GSCE grade C or above in Maths and English (or equivalent)
High level of accuracy/data integrity
Organisational and time management skills
Personal Skills Required
Commitment to providing excellent level of service to the customer
Attention to detail
Desirable
Knowledge of LEAN office/LEAN manufacturing
Knowledge of ERP systems e.g. Scala, Dataflo, Navision, SAP
Experience of working in a regulated industry
Previous experience in a manufacturing/B2B Customer Service environment
Experience Required
Ability to work within tight schedules and under pressure while retaining a high degree of accuracy
Ability to work independently and as part of a team
Personal Skills Required
Passionate about Customer Service
Ability to communicate well with all personnel (internal & external employees, customers)
Good degree of personal organisation
Ability to work toward common goals with minimal supervision
Ability to maintain strict confidentiality
Non-Negotiable Hiring Criteria:
Good computer skills, including high level of proficiency in MS Outlook, Excel, Word
Strong communication skills (written and verbal)
Experience in a customer facing role
Travel:
No travel anticipated
