Customer Sales Support Coordinator

Job Description

Thermo Fisher Scientific Inc. is the world leader in serving science, with annual revenue exceeding $25 billion. Our Mission is to enable our customers to make the world healthier, cleaner and safer. And with over $1 billion invested annually in R&D, we empower our teams to put science into meaningful action and give our R&D colleagues the autonomy, resources and tools they need to take science a step beyond.

POSITION SUMMARY

This role is part of the IES EMEA Commercial Team who are responsible for the selling and renewal of all Service Support Plans within the IES Contract portfolio. The role will be the key point of contact for contract related enquiries from customers and Instrument Sales, working closely with the Budapest Customer Care Centre . The role holder will advise on contract queries, take ownership for complex quotations, formal tenders, price agreements and resolving queries from the Budapest Customer Care Centre. Taking care of customers and convert quotations into contracts to enhance sales.

The Sales Coordinator for Spain & Italy is responsible for :

• Coordination between support team, Sales Team and Customers
• Focus on contract renewals & new business
• Owning, maintaining and improving crucial cross divisional processes
• Ensuring customer contact information is accurate on support plan records within the databases
• Tender management, creating quotations, gaining approval and submitting, following through on queries and tracking win/lose
• Ownership for queries raised, following through to resolution, troubleshooting to ensure that process is followed and reviewed with the Budapest Customer Care Team
• Working with the Sales Team to generate and provide sophisticated quotations with in the required time frames and SLA’s
• Responsible for following up quotations with customers to identify those who are renewing before renewal date and flagging overdue renewals to sales team where appropriate
• Whenever possible convert Time & Materials customers or Out of Warranty customers to Support Plan customers
• Ensure pricing is in alignment with the European pricelist and discount approval matrix.
• Acknowledge Extended Warranty sales with Sales Team and ensure that the pricing is in accordance with European discounting guidelines.
• Support Service Sales Team with preparation of complex deals (e.g. prepare service history reviews, cost analysis and price calculations, etc. )
• Assist with regional sales campaigns and promotions
• Actively work to improve the quality of sales interactions with customers by providing support with sales negotiations, solution oriented to support our customers queries
• Occasional involvement in sales, customer service or process related projects, e.g. PPI
• Occasional on-site visits to customers may be required-Ability travel within territory and stay overnight as necessary
• Italian & Spanish language fluent
• English language: read, spoken & written

You will bring to the role :

• A strong sense of customer service and ability to work with a broad range of Customers and within the matrix structure of our organization.
• Well organized and able to multitask across the full range of administration duties
• Efficiency in administration, able to work quickly, accurately and ability to work independently
• Positive attitude with the desire to solve problems
• Wanting to work as part of a team to meet metrics and achieve sales targets
• Proficiency using Microsoft Tools including Outlook, SAP and SFDC
• Solid understanding of mathematics (basic equations and percentages)
• A background in any of the following environments Life Sciences, Healthcare, Laboratories or other regulatory environments

Thermo Fisher Scientific Inc. is the world leader in serving science, with annual revenue exceeding $25 billion. Our Mission is to enable our customers to make the world healthier, cleaner and safer. And with over $1 billion invested annually in R&D, we empower our teams to put science into meaningful action and give our R&D colleagues the autonomy, resources and tools they need to take science a step beyond.