Analityk ds kontaktu z klientem

Location: Remote, Poland

Category: Customer & Technical Support

Employment Type: Full time

Work Schedule

Standard (Mon-Fri)

Environmental Conditions

Office

Job Description

As part of Life Technologies Polska you will provide Excellence in Customer Service to ThermoFisher Customers through order management, account management, issue resolution and essential business communication. Person on this position is responsible for customer relationships via telephone and other correspondence, including responding to customer enquiries and difficult complaints. Analyst will assist customers solving queries with product & delivery issues in the areas of recalls, returned goods, proof of delivery and freight claims.

Position Summary

The employees main responsibilities include ensuring high quality complaint handling, complying with accepted quality and quantity standards as well as ensuring efficient customer service. This person is responsible for comprehensive handling of customer complaint submissions. He is also open to contact with internal clients and demonstrates high skills in building relations with customers.

Position Requirements:

• Handles customer transactions related to order management, order status, inquiries, back orders, proofs of delivery, freight and quality claims, payment deductions or discrepancies, and other related policies and procedures.
• Handles customers from multiple countries (depending on language skills) - with fluency in the local customer language - contact via defined channels
• Works proactively with Key Accounts to build customer intimacy, identify improvement initiatives and maximise overall service performance.
• Conducts service process analysis and drives cycle time and OTIF improvements.
• Work closely with internal teams from Sales & Marketing, Supply Chain, Complaint Handling and other support functions to proactively manage customer requirements
• Liaise with the business on customer relationship management via Salesforce functionalities
• Responsible for monitoring work queues for new requests
• Responsible for completing assigned tasks within SLA targets
• May include coordination of various activities relevant for processes, including responding to general business and process related questions or issues
• May include training and deployment support pre and/or post go-live
• Responsible for escalation of issues if needed Continuous improvement of processes
• Positively contributes to and supports team efforts and objectives
• Other activities delegated by direct supervisor Act according to Solventum regulation and policies

Education & Experience:

• Bachelors degree or higher from an accredited university
• Knowledge of German Language
• 1-2 years of equivalent work experience in Customer Facing – B2B experience nice to have, Complaints Handling, Customer Issue Resolution, Operations, Customer Service.

Knowledge, Skills and Abilities:

• Excellent verbal and written communication skills
• Excellent language skills (comprehension, speaking, reading and writing);
• Proficient computer and keyboarding skills
• Good interpersonal skills
• Ability to work independently as well as part of a team.
• High affinity to use software solutions – including SAP and Salesforce (or similar)
• Organizational and time management skills
• Ability to maintain a positive and professional demeanor in challenging circumstances

Working Environment

Thermo Fisher Scientific values the health and wellbeing of our employees. We support and encourage individuals to create a healthy and balanced environment where they can thrive. Below is listed the working environment/requirementsfor this role:

• Able to communicate, receive, and understand information and ideas with diverse groups of people in a comprehensible and reasonable manner.
• Able to work upright and stationary for typical working hours.
• Ability to use and learn standard office equipment and technology with proficiency.
• Able to perform successfully under pressure while prioritizing and handling multiple projects or activities.