Careers at ThermoFisher Scientific

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Job ID :
Location :
Netherlands - Landsmeer
Job Description

Company Information

Thermo Fisher Scientific Inc. (NYSE: TMO) is the world leader in serving science, with revenues of $18 billion and 57,000 employees in 50 countries. Our mission is to enable our customers to make the world healthier, cleaner and safer. We help our customers accelerate life sciences research, solve complex analytical challenges, improve patient diagnostics and increase laboratory productivity. Our four premier brands – Life Technologies, Thermo Scientific, Fisher Scientific and Unity Lab Services – offer an unmatched combination of innovative technologies, purchasing convenience and comprehensive support. For more information, please visit www.thermofisher.com

All of our employees share a common set of values - Integrity, Intensity, Innovation and Involvement. Our ability to grow year after year is driven by our ability to attract, develop and retain world-class people who will thrive in our environment and share in our desire to improve mankind by enabling our customers to make the world healthier, cleaner and safer.

Job Description

Job Title: Customer Service Specialist – Contracts and Tenders
Reports To: Customer Service Supervisor - Order Management and Quotations
Position Location: Landsmeer, NL

Position Summary:

  • Tender and contract identification
  • X-referencing of relevant products to build contract or tender
  • Working with the Sales Team to build customer pricing
  • Preparation of final documents and samples to submit to the customer

This role plays a significant part in the identification, selection and building of contracts and tender proposals and as such is an important piece of our commercial activity within the business.

Main Responsibilities of Role:

  1. Responsible for actively searching In-tend, Protel leads, the Official Journal of the European Union websites (OJEU formerly OJEC) and any other relevant sites per country for relevant tenders
  2. Liaise with the sales team for approval to tender or not, upon approval to apply for the documents and receipt and distribute accordingly.
  3. To own and be fully responsible for the project management, administration and co-ordination of all Tenders.
  4. For every bid, not managed by the Sales Operations team, complete a check list and assign tasks to the relevant departments with deadlines to ensure the bid is submitted in due time. Collate all the necessary supportive documentation as requested within the terms of the tender.
  5. Prepare all relevant documents this will also require writing and preparing the written formal tender proposal response. Liaise with industry managers/field sales managers for key/corporate account tender proposal content.
  6. Complete electronic uploads as required, this will include the approval of Terms and Conditions, Commercial Terms, relevant supporting documents such as Annual accounts, Environmental Policy, ISO14000 etc, as well as the pricing detail.
  7. Where appropriate work with Sales and Suppliers to identify required products, cross-referencing or coding accordingly, offering value brand alternatives where possible ensuring maximum margin contribution maintained
  8. Build initial customer pricing suggestions in line with the above and work with Sales to agree on final offer in line with departmental financial guidelines

Other duties as required:

  1. Prepares competitive one off and annual quotes
  2. Liaise with Field Sales where appropriate to understand customer requirements regarding pricing, turnaround times and the potential of the account. Always ensuring we are working to the customer’s expectations and deadlines if different from the departments
  3. Ensure all quotes are accurate prior to sending to the customer or uploading on to electronic platforms
  4. Handles and responds to all types of customer service issues, orders and general enquiries through a variety of channels – including phone, e-mail, fax and web
  5. Identifies required products, including any additional items necessary for use, optional extras and service options.
  6. Committed to developing a good high level of product knowledge.
  7. Participate in the departmental training plan and commit to a focus on continuous personal improvement
  8. Takes responsibility for customer follow-up and communication
  9. Owns customer issues and works with a wide range of stakeholders to solve them
  10. Providing a high and efficient level of customer service
  11. Strives to exceed set SLA’s and Individual/Department/Company KPI’s
  12. Empowered to resolve complex or difficult customer queries seeking support and clarification where appropriate and to make decisions on behalf of the customer
  13. Handles all queries within the established best practice guidelines.
  14. Works collaboratively with all internal stakeholders to deliver customer centric solutions
  15. Is a customer advocate, passionately supporting their needs and ensuring their views and concerns are captured, resolved and escalated
  16. Strives to continuously improve the processes they work with as well as how they deliver service to the customers, using defined company methodology
  17. Effectively plans and prioritises workload on a daily basis to avoid backlogs, ensuring their Supervisor is made aware if any challenges arise

Minimum/Expected Requirements/Qualifications:

  • Experience working in a multi-channel customer service environment (non-negotiable)
  • Relevant MBO or HBO level education. Qualifications in a statistical related subject very desirable
  • A-levels and or degree in a science related subject highly desirable.
  • Knowledge of process improvement methodology
  • PC literate in particular advanced excel skills.
  • Good problem solving skills and analytical ability, in particular for checking data for errors.
  • Track record of being able to multi-task and work in a flexible work environment
  • General business acumen
  • You are required to be smartly presented at all times and have a professional approach when dealing with customers and key stakeholders (non-negotiable)
  • Experience in Microsoft office (non-negotiable)
  • Demonstrate ability to effectively communicate, both orally and in writing, to customers (non-negotiable)
  • Possess excellent problem-solving skills (Non-negotiable)
  • Ability to speak Dutch, French and English

This role plays a significant part in the identification, selection and building of contracts and tender proposals and as such is an important piece of our commercial activity within the business.

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