Work Schedule

Environmental Conditions

Job Description

As part of the Thermo Fisher Scientific team, you’ll discover meaningful work that makes a positive impact on a global scale. Join our colleagues in bringing our Mission to life every single day to enable our customers to make the world healthier, cleaner and safer. We provide our global teams with the resources needed to achieve individual career goals while helping to take science a step beyond by developing solutions for some of the world’s toughest challenges, like protecting the environment, making sure our food is safe or helping find cures for cancer.

DESCRIPTION:
As a Lead Sales Operations Coordinator at Thermo Fisher Scientific, you'll contribute to operational excellence and enhance customer experience across our commercial teams. This position connects sales, customers, and internal departments, ensuring smooth coordination of sales processes from quote to delivery. You'll manage product and customer data, optimize processes, and provide essential support to drive business growth and customer satisfaction. Working with systems like Salesforce.com and ERP platforms, you'll maintain data accuracy, handle pricing updates, and coordinate cross-functional activities to enable seamless order fulfillment. This role offers the opportunity to contribute to continuous improvement initiatives while supporting our mission of enabling customers to make the world healthier, cleaner, and safer.

At Thermo Fisher Scientific, each one of our 110,000 outstanding minds has a unique story to tell. Join us and contribute to our singular mission! Enabling our customers to make the world healthier, cleaner and safer.

When you’re part of the team at Thermo Fisher Scientific, you’ll do important work, like helping customers in finding cures for cancer, protecting the environment or making sure our food is safe. Your work will have real-world impact, and you’ll be supported in achieving your career goals.

Position Summary:

The Sales Helpdesk exists to support our commercial sales team by providing first point-of-contact resolution to enquiries arising from our field-based Territory Managers, Product Specialists and Sales Specialists.

As a team member each operator will perform key tasks and be responsible for delivering timely and accurate responses either directly to customers or back via the requesting person.

Using a queue management tool in Salesforce.com you will be responsible for ensuring that processes are optimized, and bottlenecks are removed to allow Thermo Fisher Scientific to excel in customer responsiveness.

Key Responsibilities:

Provide first level support to the field sales team by responding to their customer requests for information on quotations, product information, standard pricing and stock availability enquires.

Organize dispatch of equipment orders, communicating with stakeholders, like Customers, Couriers, Warehouse, Third Party Service Providers to align smooth delivery of sensitive instrument orders.

Communicating indirectly with customers on behalf of the field sales team in relation to information they require.

Liaise with the commercial teams to ensure visibility on your activities with the customer and communicate any action or follow up required.

Utilize 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).

Coordinate the return of goods process (return authorization)

Utilize supplier catalogues, on-line databases, and other appropriate resources to cross reference products to meet customer quoting requirements. Makes 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.

Frequent Contacts:

Internal

• Territory Managers, Product Specialists, Sales Specialists
• Customer Service
• Finance and Accounts Receivable/Payable Team
• Supply Chain

External

• Customers

Minimum Requirements/Qualifications:

• Science degree and or related experience
• Previous sales or 5+ years of customer service experience
• Meticulous attention to detail
• Passion for providing outstanding customer service and achieving results through others
• Excellent communication skills both written and verbal
• The ability to think outside the square
• Able to handle fast paced environment and work to tight deadlines
• Strong organizational skills and time management capabilities
• Able to prioritize work

Skills and Attributes

• Excellent interpersonal and communications skills with ability to establish relationships with internal & external customers and staff to achieve results
• Ability to handle pressure and achieve desired outcomes
• Excellent digital literacy included in Microsoft Office, the ability to learn new concepts and packages as required by the position

Other Job Requirements:

• Adhere to OHS policies and procedures and ensure a safe and healthy workplace environment

Thermo Fisher Scientific is an EEO/Affirmative Action Employer and does not discriminate on the basis of race, colour, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, disability or any other legally protected status. out