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Customer Service Coordinator

2 meses atrás

São Paulo, São Paulo, Brasil Thermo Fisher Scientific Tempo inteiro

Role Overview

As a Customer Support Analyst at Thermo Fisher Scientific, you will play a pivotal role in delivering exceptional customer service and support, ensuring our clients' satisfaction is always prioritized.

Key Responsibilities:

  • Deliver outstanding customer service to enhance client satisfaction.
  • Support the service technicians by managing administrative responsibilities efficiently.
  • Facilitate seamless operations within the administrative department.
  • Accurately process orders for parts and services.
  • Oversee the shipment and return of parts to field service engineers (FSEs) to resolve customer issues promptly.
  • Manage parts inventory held by technicians to ensure accuracy.
  • Work closely with the logistics and supply chain teams to coordinate parts requests.
  • Maintain the customer relationship management (CRM) database with current and precise information.
  • Initiate service orders and manage activities related to parts shipment and FSE scheduling, adhering to internal deadlines.
  • Respond to customer inquiries in a timely and professional manner, meeting service level agreements (SLAs).
  • Develop and monitor operational and financial performance metrics to foster continuous improvement.
  • Collaborate with colleagues to identify process enhancement opportunities and implement effective changes.
  • Generate and evaluate reports by product line, customer, period, technician, etc., to facilitate data-driven decision-making.
  • Create operational procedures and work instructions to standardize processes.
  • Ensure compliance with quality and process standards in all activities.

Qualifications:

  • Demonstrated experience in customer service with a proven record of excellence.
  • Proficiency in Microsoft Outlook, Word, Excel, PowerPoint, and Power BI is essential.
  • Bachelor's degree in Administration or a related field, or equivalent experience, reflecting your ambition and capabilities.
  • Strong understanding of administrative and financial processes.
  • Intermediate proficiency in English and Spanish to effectively communicate with internal and external stakeholders.
  • Experience with ERP and CRM systems to optimize processes.

Requirements:

  • A commitment to excellence and a dedication to providing top-tier service.
  • Flexibility and adaptability to manage unexpected challenges and shifting priorities.
  • Ability to maintain focus and composure under pressure to achieve desired results.
  • A friendly and empathetic approach to foster positive relationships with colleagues and clients.