Site Lead Customer Service

vor 3 Wochen

Basel, Schweiz Thermo Fisher Scientific Vollzeit

**Position Summary**:
**Key Responsibilities**:

- Leadership of the local team, which consists of three people. Performing PMDs, looking after the individual feelings, and consolidating needs.
- Coordination of holidays and absences to avoid customer presence on-site requirement is met.
- Support and ensure team goals and visions.
- Complete different trainings for the team and wider colleagues in EMEA.
- Ensure and deal with the fully operational part and execution of the AMS Novartis project.
- Operationally, be the first point of contact for Novartis Management, Novartis end-users, as well as vendors. Further handling customer concerns, issues, changes, special requests, etc.
- Performing and leading daily standup meetings and weekly responsibility allocation meetings with the team, as well as governance meetings with Novartis.
- Distribution and prioritization of daily workload, backlog, and special cases.
- Ensure that all data and information are maintained in the database (RC) meticulously.
- Creation of workflow documents for onsite activity to ensure the understanding and proper execution of the AMS project processes.
- Coordination and administration of all service activities (quote to cash process) in close collaboration with asset managers and customer partners.
- Monitoring and maintaining up-to-date service & inventory status.
- Support overall account strategy to achieve annual operating plan goals for revenue, growth, margin expansion, and account retention.
- Support the development and participation of quarterly business reviews.
- Supervise and report project budget compliance.
- Analyze and improve processes as assigned to increase overall team performance and scale the business.
- Support the Account Manager in strategy related tasks.
- Goal setting with Novartis Management.

**Minimum Requirements/Qualifications**:

- Associates degree or equivalent experience
- Experience in a customer facing position
- Proficient PC skills and ability to optimally use Windows based software.
- Good English skills, both verbal and written (in case of non-English applicant)

**Preferred Qualifications**:

- Experience in Life Sciences or Healthcare environment

**Knowledge, Skills and Abilities**:

- Work independently and proactively to resolve customer issues.
- Build strong, professional client relationships.
- Team oriented
- Sound decision-making skills
- Effective interpersonal skills
- Excellent time management and ability to prioritize work based on business and client requirements.
- Ability to make commitments, track and communicate progress, and follow through until completion.
- Self-starter
- Results oriented

**Physical/Environmental requirements**:

- Physical Activity: Walking, sitting, standing, kneeling, crouching, lifting, PC work, repetitive motions, feeling, grasping, pulling, pushing, and hearing.
- Level of Physical Requirements: Light to medium work.
- Level of Visual Acuity: Clerical, professional, administrative.
- Environmental Conditions: Inside environmental conditions (office, labs, hospitals, facilities) which consist of noise, and hazards.
- Required to travel by airplane and automobile for meetings and training as necessary.

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