Key Account Management Customer Service

4 weeks ago

Melbourne, Australia Thermo Fisher Scientific Full time

At Thermo Fisher Scientific, each one of our 100,000 extraordinary minds have a unique story to tell. Join us and give to our singular mission—enabling our customers to make the world healthier, cleaner and safer.

When you’re part of the team at Thermo Fisher Scientific, you’ll do important work. Surrounded by collaborative colleagues, you’ll have the support and opportunities that only a global leader can give you. Our respected, growing organization has an exceptional strategy for the near term and beyond. Take your place on our strong team and help us make significant contributions to the world.

**Job Title**:Key Account Management Customer Service Representative

**Reports to**: Key Account Customer Care Team Leader

**Career Band**: 4

**Position Location**: Scoresby, Melbourne

**Number of Direct Reports**: 0

**Position Summary**:
The role of the Key Account Management Customer Service Representative is to provide the highest level of courteous, efficient customer service for our Key Accounts Customers with a focus on first time resolution.

Through effective relationship management, we will drive business development and revenue generation.

You will be the first point of call for customers and responsible for placing and monitoring of orders. We will need to contribute to business strategy and growth in sales; maintain and supervise standing orders and work with procurement for supply and batch reservations to ensure fast and accurate service to this important market segment.

**Key Responsibilities**:

- Deliver and maintain unparalleled service, working with all departments to accelerate the customer experience
- Process orders accurately and help to drive customers towards our digital platform for additional speed to information
- Support the overall strategy for assigned accounts; incorporating business unit level account goals and objectives
- Participate and support with regular account reviews and business updates to key partners
- Record all activity within the Enterprise Resource Planning (ERP) and Customer Relationship Management (CRM) systems
- Prepare Return Authorisation and credits for processing and ensure that they are within company guidelines
- Proactive communication of key opportunities, sensitivities or issues internally including forwarding leads to sales for qualification
- Communicate optimally with customers and employees partnering for phenomenal results
- Think on your feet and be prepared to use your initiative to find solutions
- Ensure compliance with processes around regulated activities
- Follow the company’s quality systems ISO 9000 and operating procedures
- Maintain a professional and positive demeanour whilst being committed to the values of Integrity, Intensity, Innovation and Involvement
- Involvement to identify and define problem areas for improvement

**Skills and Experience**:

- 3+ years in a customer service role
- Excellent digital literacy, the ability to learn new concepts and packages as the need arises
- Ability to remain professional and composed when presented with complicated circumstances
- Strong results focus and with attention to detail
- Excellent interpersonal and communication skills with ability to build to achieve results
- Outstanding organisational skills and the ability to prioritise tasks optimally
- Be able to work effectively (and in good humor) in a fast paced environment ensuring all tasks are performed to completion and on time
- A team player who interacts well with all internal customers
- University degree (preferred Science or business) and or related experience would also be helpful

**Contacts**:
External: Diverse industry Customer base and Transportation Companies

Internal: Our Customer Service Colleagues Sales & Marketing; Finance team; Logistics & Supply Chain; eComm and IT; Quality, legal and compliance functions

**Working Conditions**:

- Training, career progression and opportunities within a world leader in serving science.

**Other Job Requirements**:

- Some public holiday and out of hours work may be required. Possibility for on call work supporting this critical industry.
- Follow OHS policies and procedures and ensure a safe and healthy workplace environment

Thermo Fisher Scientific is an EEO / Affirmative Action Employer and does not discriminate on the basis of race, colour, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, disability or any other legally protected status.

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