Sr Administrative Services Coordinator

Job Description

Position Summary:

Division Specific Information

The position is based in Thermo Fisher Scientific´s ImmunoDiagnostics Division IDD, which has its global headquarters in Uppsala Sweden. The division develops, manufactures, and sells complete blood testing system to support clinical Diagnostics in Allergy, Asthma and autoimmune diseases. 

In this role you will be responsible for optimizing the customer experience  as part of a team, which will enable delivery of sustained growth across our Phadia™ allergy and autoimmunity business.

This is an exciting opportunity for a highly motivated candidate, who ideally has some experience working within a Customer Service environment and in a team in a fast-moving customer / commercially driven environment. The fundamental need is to act as a point of contact for the customer, including the resolution of customer enquiries and complaints. Ensure the highest working standards in all aspects of customer service and relations and to provide support in driving customer loyalty, enhancing business performance and aligning to the overall business objectives to enable growth.

Key Responsibilities:

• Management and process of orders.
• Action any related enquiries from Customer
• Daily monitoring of Backorders
• Advise customers of order information, such as unit price, delivery dates and any anticipated delays.
• Complaints handling and resolve customer delivery complaint and log these onto the Complaint Management System.
• Management Service Contracts, billing of non-contract service visit, order new instrument and update Instrument Tracker.
• Support Sales related to Customer meeting, Customer contracts and to improve the customer experience by providing appropriate guidance.
• Communicate and support cross functionally with Sales, Logistics, Technical Service.
• Participate in key projects to support local/corporate initiatives.

Skills:

• Good written and oral communication skills both in Netherlands and English are essential.
• Ability to interface effectively with internal & external customers.
• Strong attention to detail, excellent analytic skills and problem solving abilities are essential.
• Demonstrated knowledge with systems is essential, including SAP & Excel.
• Good organizational skills are necessary, as is the ability to collaborate well within a team.
• An ability to handle confidential and/or proprietary information.
• Must be task focused with passion and a flexible approach.
• Demonstrate excellent communication skills.
• Complaint handling/conflict resolution skills.

Experience:

• Previous experience of working within a Customer Service environment.
• Solid understanding and experience of using SAP
• Intermediate to advance skill level of Microsoft Word and Excel