Sales Support Associate
Australia - Melbourne Update time: September 24,2020
Job Description
About Thermo Fisher Scientific, Australia
Over 500 employees bring a wide variety of skills and expertise to deliver world-class science products and solutions. Our manufacturing and distribution sites in Melbourne, Brisbane, Sydney, Adelaide and Perth cover a vast product portfolio including lab equipment and chemicals, life sciences, diagnostics, microbiology and analytical instruments. We deliver science solutions to a wide range of key markets such as healthcare, diagnostics, food and agriculture, academic and research, environmental, energy, pharmaceutical, biotech, chemical, government and military.
Sales Support Associate
Reports to: Sales Support Team Leader
Position Location: Scoresby
Number of direct reports: 0
How will you make an impact?
The Sales Support Associate supports our commercial sales team by providing first point-of-contact resolution to enquiries arising from our field-based Account Managers, Product Specialists and Sales Specialists.
In this role, you will perform key tasks and be responsible for delivering timely and accurate responses either directly to customers or back to the requesting Account Manager. Using a queue management tool in salesforce.com you will ensure that processes are optimised and bottlenecks are removed to allow Thermo Fisher Scientific to excel in customer responsiveness.
What will you do?
Over 500 employees bring a wide variety of skills and expertise to deliver world-class science products and solutions. Our manufacturing and distribution sites in Melbourne, Brisbane, Sydney, Adelaide and Perth cover a vast product portfolio including lab equipment and chemicals, life sciences, diagnostics, microbiology and analytical instruments. We deliver science solutions to a wide range of key markets such as healthcare, diagnostics, food and agriculture, academic and research, environmental, energy, pharmaceutical, biotech, chemical, government and military.
Sales Support Associate
Reports to: Sales Support Team Leader
Position Location: Scoresby
Number of direct reports: 0
How will you make an impact?
The Sales Support Associate supports our commercial sales team by providing first point-of-contact resolution to enquiries arising from our field-based Account Managers, Product Specialists and Sales Specialists.
In this role, you will perform key tasks and be responsible for delivering timely and accurate responses either directly to customers or back to the requesting Account Manager. Using a queue management tool in salesforce.com you will ensure that processes are optimised and bottlenecks are removed to allow Thermo Fisher Scientific to excel in customer responsiveness.
What will you do?
- Provide first level support to the field sales team by responding to customer requests for information on quotations, product information, standard pricing and stock availability enquiries.
- Communicating indirectly with customers on behalf of the field sales team in relation to information they require.
- Liaise with sales force to ensure transparency on your activities with the customer and communicate any follow up required.
- Utilise salesforce.com for recording of sales support activity.
- Facilitate the ‘goods on approval’ process and maintain accurate records to ensure compliance of process and minimal disruption on Masterpack (ERP).
- Administer the return of goods process (return authorisation)
- Utilise supplier catalogs, on-line databases, and other appropriate resources to cross reference products to meet customer quoting requirements and make suggestions for alternative products when items are not readily available.
- Participate in product/vendor/systems meetings to stay up to date on new product lines and current systems.
- Investigate and respond to any customer enquiries resulting from incorrect or delayed shipments.
- Amend customer orders in the system as instructed by Sales Representative or Customer (and in line with company policy)
How will you get here?
- Tertiary qualifications in Science or related degree preferred
- Minimum 1 year of experience in a customer service environment
The successful candidate will have:
- Meticulous attention to detail
- Passion for great customer service and achieving results
- Excellent communication skills both written and verbal
- Ability to think outside the square
- Ability to handle fast paced environment and work to tight deadlines
- Strong organisational and time management capabilities
- Ability to prioritise work
- Ability to build relationships with internal & external customers and staff to achieve results
- Ability to handle pressure and achieve desired outcomes
- Excellent computer skills included in Microsoft Office, the ability to learn new concepts and packages as required by the position
What’s in it for you?
- Access to Thermo Fisher’s global University and on the job training
- Employee recognition programs
- Career advancement opportunities as part of a leading global organisation
- Being a part of a diverse and engaging work culture
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