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 writtenHandles 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 optionsCommitted to developing a good high level of product knowledgeParticipate 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 themProviding a high and efficient level of customer service Strives to exceed Individual/Department/Company KPI'sEmpowered 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 escalatedEnsuring we are working to the customer's expectations and deadlines if different from the departmentsCommunicate 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.PurchasingBack 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 plusTrack record of being able to multi-task and work in a flexible work environmentUnderstanding of a supply chain environment and how to work collaboratively with the Supply Chain teamPossess excellent problem-solving skills Experience in Microsoft office and general business acumen is requiredStrong customer service focus and relationship building skillsWillingness to travel when requiredFluent 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