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Job ID :
53896BR
Location :
United Kingdom - Paisley
:
Job Description
Customer Service Representative - Exports - French Speaker
Inchinnan, Paisley

Responsibilities

  • Provide a high standard of customer service support to Thermo Fisher Scientific Distributors & Export Houses across EMEA
  • Comprehend “Address Book” effectively, open accounts as per process
  • Adhere to SOP’s, SLA’s and departmental training guidelines
  • Process high value Export & Distributor orders received via fax /email/ web
  • Determine method of order entry and adhere to strict “cut off times”
  • Ensure Distributor quotes are correctly applied at order entry level, confirming price and availability of products to customers as required
  • Ascertain expiry date requirements and harmonize with Distributor pre- shipment
  • Schedule shipments accordingly and coordinate with essential functions across the organization to ensure smooth and timely dispatch of goods
  • Prepare country specific shipment paperwork to comply with current Export legislation
  • Recognise and be able to interpret Air Waybills and Commercial Invoices
  • Comprehend shipping and storage conditions
  • Invoice shipments manually and electronically
  • Calculate and invoice freight
  • Deal with customer complaints and complex requirements efficiently and professionally as per the service level agreement
  • Manage the process for escalated enquiries and complaints to resolution, without managerial support
  • Play a key role on assignments and projects, as part of a team or on a individual basis
  • Build and enhance customer relationships, positively representing the organization
  • Maintain daily customer service reports
  • Provide expertise, guidance and support to colleagues
  • Provide cover to the supporting Manager when required
  • Develop and deliver training and materials to support departmental needs
  • Other duties as dictated by business need
  • Solve / escalate systems issues
  • General office duties required
  • Work with warehouse shipping and tracking systems ie, TRAX/DHL/TNT
  • Work with E-Z Cert World (Local Chambers)
  • Recognize and comply with the need for confidentiality, be able to work on own initiative
  • Must be able to “Micro-Manage” complex Distributor accounts
  • Partner with key strategic entities such as the European Distribution Centre/UK warehouse, Freight companies, local Chambers of Commerce

Skills:

  • Experienced Microsoft Office and ERP system user
  • Strong written and verbal communication skills
  • Customer service experience required, preferably in an Export environment
  • Display stringent attention to detail and accuracy in the work place
  • Ability to identify and solve problems and to multi task under deadlines
  • Possess self motivation , enthusiasm, a positive attitude and perform as a team player
  • Possess good organizational skills and have the ability to prioritize effectively
  • Be able to demonstrate judgment, tact and diplomacy at all times
  • Experience and knowledge of Incoterms ® 2010 is required
  • Some experience and knowledge of Letters of Credit in accordance with UCP 600 is required
  • Some knowledge of Export Reference tools is required
  • Fluent in French. Additional languages preferred.

Education:

Requires a Bachelors Degree, preferably in Business Administration or Scientific discipline or the equivalent knowledge and experience

Working Conditions

  • This position requires repetitive typing, considerable interaction on the telephone and regular use of a computer.
  • Most of the other physical demands are typical with those associated with an office environment.
  • We are proud to be an Affirmative Action / Equal Opportunity Employer committed to hiring a diverse and inclusive workforce.


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