**Service Contracts Operations Coordinator**

1 week ago

Scoresby, Victoria, Australia Thermo Fisher Scientific Full time

Key Responsibilities:

We are seeking a skilled Service Contracts Administrator to join our team at Thermo Fisher Scientific.

Key Responsibilities:

  • Customer Interface: Act as the primary interface between customers and the Service team for Service Plan enquiries, responding to customer inquiries via telephone and Salesforce.
  • Service Plan Renewals: Collaborate with customers and the Sales Team to produce Service Plan renewals, incorporating any required additions or changes.
  • Service Plan Activation: Enter and activate Customer Service Plans in our systems.
  • Invoice Processing: Invoice Service Plans in our ERP systems.
  • Deliverable Scheduling: Schedule Service Plan deliverables, such as Preventative Maintenance, to optimize customer convenience and engineer availability.
  • Credit Investigation: Investigate and complete credits for disputed invoices.
  • Administrative Support: Complete general administrative tasks to support the service team.
  • Quality and Performance: Meet and exceed quality and performance metrics as outlined.
  • Attendance and Punctuality: Adhere to schedule, including regular, reliable, and punctual attendance at work.

Requirements:

  • Customer Service Skills: Possess customer service skills and experience.
  • Tertiary Qualifications: Hold tertiary qualifications in science, engineering, technical field, or business management.
  • ERP and Microsoft Proficiency: Be proficient with ERPs and Microsoft products.
  • CRM Systems Experience: Have experience with CRM systems, ideally SFDC.
  • Autonomy and Interaction: Demonstrate the ability to work autonomously as well as within an interactive environment.
  • Judgment and Tact: Demonstrate judgment, tact, and subtlety in dealing with internal and external customers.
  • Prioritization and Problem-Solving: Be able to prioritize, solve problems, and multi-task.
  • Communication Skills: Possess excellent written and verbal skills to collaborate at all levels internally and with customers.

Skills and Attributes:

  • Customer Service Background: Possess a strong background in customer service or sales support with a focus on exceeding internal and external customer expectations.
  • Attention to Detail: Demonstrate very strong attention to detail and data accuracy.
  • Situational Adaptability: Be able to adapt approach and demeanor in real-time to match the shifting demands of different situations.
  • Proactivity: Be proactive, accepting new opportunities and confronting challenges with high energy and passion.
  • Multifaceted Perspective: Anticipate and address the needs of various parties involved.
  • Collaboration Skills: Possess skills to collaborate with departments across the business.

Other Requirements:

  • OH&S Compliance: Adhere to OHS policies and procedures and ensure a safe and healthy workplace environment.

Benefits:

We offer competitive remuneration, annual incentive plan bonus, healthcare, and a range of employee benefits. Thermo Fisher Scientific offers employment with an innovative, forward-thinking organization, and outstanding career and development prospects. We offer an exciting company culture that stands for integrity, intensity, involvement, and innovation.

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