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Focus Account Specialist
A career at our company is an ongoing journey of discovery: our 60,300 people are shaping how the world lives, works and plays through next generation advancements in Healthcare, Life Science and Electronics. For more than 350 years and across the world we have passionately pursued our curiosity to find novel and vibrant ways of enhancing the lives of others.
In this role you are accountable for the customer experience for selected key accounts and global strategic accounts. The scope of this role is to support customers with end-to-end support for standard and customized products including quotation generation, order placement, order follow-up and complaint management. Geographical scope is supporting customers across the Western European North region: UK, Ireland, Benelux and Nordics. You will respond quickly to customer enquiries via email or phone, and ensuring that the customer is regularly updated on the status of their request if it cannot be resolved quickly. You will be preparing quotations, liaising with other internal departments to include accurate price, lead time and availability information. You will support the commercial organization with the coordination of customer tenders and annual pricing agreements. You will be reviewing customer purchase orders, placing customer orders into ERP system and ensuring any customer specific requirements are specified. You will be coordinating with production, purchasing, supply chain, order management and sales operations as required to ensure customer demands are correctly fulfilled. Provide proactive information to customers if any changes occur through the order fulfillment cycle. Liaise with all key stakeholders to mitigate impact to customer if delays occur through order fulfilment cycle. Managing customer sample orders and inventory reserves. Prepare and update open order reports to share with customers to provide a comprehensive overview of their account activity. Provide supporting documentation to the customer as required. You will take ownership of service complaints, working with other key stakeholders to ensure a satisfactory resolution is reached. You will analyze and register all complaints to create CAPA (Corrective and Preventive Actions), actively engage in investigations and route cause analysis and implement preventative actions. You will actively seek to broaden knowledge of products, processes and proactively seeks solutions. You will participate in process improvements initiative & proactively propose improvements to processes. You will document and share your knowledge with colleagues and provide support to train new members.
Who you are:
- Experience of working within in a fast-paced service related role, ideally within customer service, sales support, logistics or supply chain environment.
- Demonstrated ability to take care of customers.
- Proficiency in English.
- Experience of prioritizing and managing multiple tasks.
- Process improvement experience with demonstrated results.
- Customer centric demeanor, with professional written & verbal communication skills
- Strong analytical and administrative skills, with a high degree of accuracy and attention to detail
- Hardworking with high levels of personal accountability
What we offer: We are curious minds that come from a broad range of backgrounds, perspectives, and life experiences. We celebrate all dimensions of diversity. We believe that it drives excellence, innovation, and human progress. We care about our customers, patients, and our rich mix of people. This diversity strengthens our ability to lead in science and technology. We are committed to creating access and opportunities for all and empower you to fulfil your ambitions. Our diverse businesses offer various career moves to seek new horizons. Join us in building a culture of inclusion and belonging that impacts millions and empowers everyone to bring their curiosity to life!