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Job ID :
Location :
Netherlands - Landsmeer
Job Description

Function name: Sr.Customer service representative

Department: Customer service

Division: Microbiology

Reports to: Customer Service Manager

Position summary

The most important tasks are order handling, customer contacts through mail and phone and all related administrative tasks for the Benelux (Dutch and French)

The position has a strong service-giving character where tasks are handle following described procedures.

Basic duties

 Order handling of all kind of orders (spot orders, standing orders, credits, debits etc)

 Answering phone calls as first point of contact for the customer

 Answering questions per email

 Responsible for follow up of customer inquiries

 Signaling and escalate special details of the customer (in orders, complaints, inquiries)

 Signaling and escalate special details of products p.e. backorders

 Administrative handling of inquiries in SAP

 Communication with subsidiaries in Germany and the UK about availability of products and all other relevant details for the customers

 Customer communications about backorders

 Customer communications about changes in products or other relevant details for the customer

 Handling customer complaints, with the customer and administrative

 Provide pro-active information to the customers

General tasks

 Maintain reserves for customers in SAP

 Handle customer satisfaction alerts

 Support recall administration and communication towards the customer

 Support of administrative tasks for sales

 Supportive tasks for CSM

 Train new employees following the training scheme

 Process customer contacts in SAP

 Support maintenance of procedures of the department

 Support quality policy of Thermo Fisher Diagnostics

 Participate actively department and other relevant meetings

 Take minutes of meetings when applicable

 Contribute to the maintenance of a good working atmosphere

Language: Good Dutch, Good French and Good English is a must.

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