Manage customer relationships, process orders/contracts, handle tenders and quotations, coordinate shipments and documentation, liaise between customers, sales and internal teams, and support continuous improvement to ensure accurate, timely customer service in scientific contexts.
Work Schedule
Standard (Mon-Fri)Environmental Conditions
OfficeJob Description
Join our collaborative team as a Sr Customer Service Administrator at Thermo Fisher Scientific, where you'll contribute to our mission to enable customers to make the world healthier, cleaner, and safer.
Job Description
- Perform all processes in accordance to established client specified standard operating procedures and cGMP standards.
- Ensure that relevant paperwork is filed in accordance with regulatory and client’s requirements.
- Co-ordination and communication of all relevant activities, both internal and external to ensure all aspect of services are in accordance with client’s requirements.
- Timely provision of reports, monthly matrix, and other information to clients as required
- Participate in client meetings, teleconferences where appropriate
- To ensure that all shipment orders are processed in time and the necessary paperwork / checklist are prepared in accordance to established procedures
- Ensure that all queries / requests from clients and investigator sites are responded correctly and in timely manner
- Ensure that all issues with systems, order files, timeline and any other project related issues are feedback to ELECTS immediately when detected
- Incoming and outgoing shipment updates, forecasts and backlog reports
- Assist in timely billing / invoicing activities on monthly basis
- Ensure that all shipping orders are processed and released according to contractual and country requirements
- Ensure that all necessary study documentation is received prior to the release of shipment to study sites
- Prepare relevant documents, notifications according to country requirements and client instructions, and update systems appropriately and correctly.
- Follow up on delivery; obtain proof of delivery from courier company and obtain acknowledgement of receipt from the shipment recipient, and file according to the established procedures
- Forward temperature data to the relevant party for evaluation in case of temperature excursion; follow up on the status and send notification to affected site on the “Fit For Use” status
- Prepare paperwork for labelling/re-stickering and ensure that the job completed within the required timeline
- Co-ordination of shipment returns request in accordance with project requirements
- Assist in any other functional units as required by the Management
Requirements
- 2 years of customer service or administrative experience in a similar role
- Preferred Fields of Study: business administration, science, or related field
- Relevant professional certifications beneficial
- Strong proficiency in Microsoft Office suite (Excel, Word, PowerPoint, Outlook)
- Experience with ERP systems (SAP, QAD) and CRM platforms (Salesforce)
- Excellent written and verbal communication skills, with fluency in English
- Demonstrated ability to manage multiple priorities and meet deadlines
- Strong attention to detail and commitment to accuracy
- Experience with tender/bid documentation and contract administration
- Knowledge of GMP, ISO standards, and quality systems preferred
- Ability to work independently while collaborating effectively within a team
- Experience in pharmaceutical, healthcare, or scientific industries beneficial
- Strong problem-solving skills and process improvement mindset
- Excellent organizational and time management abilities
- Ability to adapt to changing business needs and priorities
- Professional approach and customer-service orientation
Top Skills
Excel
Microsoft Outlook
Microsoft Powerpoint
Microsoft Word
Qad
Salesforce
SAP
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