Position Summary:

Start-up and build-up of the CMD Customer Support operations team for Russian Federation (and possibly CIS).
The metrics for success in this function are the Customer Allegiance Score for order fulfillment, the Customer Support efficiency and process improvement initiatives, as well as operational KPI’s.

The jobholder is to provide excellent customer support and maintain a high level of customer/subsidiary contact and will embrace and live Thermo 4I values including compliance guidelines.

This position is part of the Saint Petersburg organisation. The position reports in a matrix structure into the European Sales Operations structure. Regular interactions, internal and external, and teamwork are essential to be successful in this role.

Main Tasks & Responsibilities:

• With assistance of external and internal stakeholders, define and implement customer service processes in the area of sales administration, customer relationship management, order management (instruments, spares, service and consumables), logistics and warehousing.
• Daily execution of activities in area of sales administration, customer relationship management, order management (instruments, spares, service and consumables), logistics and warehousing.
• Hands on for order processing/management.
• Ensure flawless execution of customer validation, quoting, order verification, order entry, order fulfillment and invoicing processes.
• Ensure proper export/import compliance.
• Ensure proper availability and sourcing from local warehouse – if required.
• Ensuring and meeting yearly objectives (efficiency, customer allegiance, KPI’s, process improvement)
• Ensure compliance (ISO, trade compliance, quality audits, etc).
• Drives continuous process improvement using adequate process improvement techniques.
• Manage and solve customer escalations including support to Credit and Collection team.
• Ensure strong collaboration with other local stakeholders (e.g. sales, service, finance, logistics, legal, HR, etc.).

Minimum Requirements/Qualifications/Skills:

• Economical/logistical degree (or equivalent through experience)
• Min 5 years working experience of which minimum 3 years in a customer support environment including order management experience.
• Experience working in a capital goods environment – life science experience is a plus.
• Good and proven knowledge of import/export processes.
• Strong team player and able to build network fast to get support from stakeholders.
• Experience with trade compliance topics, by preference in life science/medical environment.
• Experience in developing, implementing and executing process in customer service and/or order management environment.
• Experience with tenders is a plus.
• High degree of self-motivation and initiative.
• Able to work independently without daily supervision.
• Highly customer oriented.
• Very organized and able to multitask.
• Able to manage and coordinate in a matrix organization
• Strong written and spoken communication skills
• Hands-on-problem solving skills and process driven
• Experience with ERP system (iScala is strong plus).
• Experience with CRM system (SFDC strong plus).
• Strong computer skills (Office products).
• Fluency in Russian and English, written and spoken.