Job Description

　　Customer Service Specialist Italy

　　Position Summary: reporting directly to the Customer Service Manager South Europe. The jobholder is responsible for acting as a first point of contact for all external and internal customer service queries and ensuring customers satisfaction.

　　Responsibilities:

　　Day-day delivery of a dedicated area, duties could include but are not limited to, order entry /processing, quotation preparation, complaint management and general resolution of customer enquiries both verbal and written

　　Handles and responds to all types of customer service issues, orders and general enquiries through a variety of channels – including phone, e-mail, fax and web Identifies required products, including any additional items necessary for use, optional extras and service options

　　Committed to developing a good high level of product knowledge

　　Participate in the departmental training plan and commit to a focus on continuous personal improvement Takes responsibility for customer follow-up and communication Owns customer issues and works with a wide range of stakeholders to solve them

　　Providing a high and efficient level of customer service Strives to exceed Individual/Department/Company KPI’s

　　Empowered to resolve complex or difficult customer queries seeking support and clarification where appropriate

　　Handles all queries within the established best practice guidelines. Works collaboratively with all internal stakeholders to deliver customer centric solutions Is a customer advocate, passionately supporting their needs and ensuring their views and concerns are captured, resolved and escalated

　　Ensuring we are working to the customer’s expectations and deadlines if different from the departments

　　Communicate effectively with customers, sales force and colleagues all relevant information and issues, e.g. key customer issues, quotation outcomes, customer information and demonstration requests.

　　Support Sales team with organization sponsoring events.

　　Purchasing

　　Back office support to Sales team in different task linked with the business.

　　Constantly looks for opportunities to prevent problems, not just react to them

　　Minimum Requirements/Qualifications:

　　Min of 2 years’ experience in Customer Service in in a multi-channel customer service environment

　　Experience in the pharmaceutical/biotechnology is a plus

　　Track record of being able to multi-task and work in a flexible work environment

　　Understanding of a supply chain environment and how to work collaboratively with the Supply Chain team

　　Possess excellent problem-solving skills

　　Experience in Microsoft office and general business acumen is required

　　Strong customer service focus and relationship building skills

　　Willingness to travel when required

　　Fluent in English and Italian is mandatory.

　　Candidates with a disability certificate will be considered.

　　Thermo Fisher Scientific Inc. is the world leader in serving science, with annual revenue of approximately $40 billion. Our Mission is to enable our customers to make the world healthier, cleaner and safer. Whether our customers are accelerating life sciences research, solving complex analytical challenges, increasing productivity in their laboratories, improving patient health through diagnostics or the development and manufacture of life-changing therapies, we are here to support them. Our global team of more than 100,000 colleagues delivers an unrivaled combination of innovative technologies, purchasing convenience and pharmaceutical services through our industry-leading brands, including Thermo Scientific, Applied Biosystems, Invitrogen, Fisher Scientific, Unity Lab Services, Patheon and PPD

　　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.