Customer Care Specialist in Nationwide Italy at Leica Microsystems

Date Posted: 1/23/2018

Job Snapshot

Job Description

Job ID: SHA000660

About Us

Leica Microsystems is a world leader in microscopes and scientific instruments. Founded as a family business in the nineteenth century, the company’s history was marked by unparalleled innovation on its way to becoming a global enterprise. Its historically close cooperation with the scientific community is the key to Leica Microsystems’ tradition of innovation, which draws on users’ ideas and creates solutions tailored to their requirements. At the global level, Leica Microsystems is organized in three divisions, all of which are among the leaders in their respective fields: the Life Science Division, Industry Division, and Medical Division. Leica Microsystems has five manufacturing facilities in four countries, with sales and service organizations in 20 countries. The company is headquartered in Wetzlar, Germany.



Description


This is a key position which provides support to Customer, Sales and Service team in all forms and medias.  This will include but is not limited to sales representative orders, field service engineer job creation and deployment in order to achieve financial and customer satisfaction objectives (internally and externally).


Key Responsibilities:   


  • Receive requests for price quotations, purchase orders, order changes, adjustments, applications and service requests and cancellations directly from customers and dealers.

  • Achieve and maintain rapport with customers in order to give them the best possible service in all types of media interactions.

  • Use CRM to transfer quotations made to SAP as an order.

  • Responsible for purchasing and tracking of the goods on the order.

  • Co-ordinate a timely delivery in order to meet the customer’s needs and minimizing the number of open orders at month end. Monitor open orders via SAP.

  • Use CRM and SAP to retrieve customer information , stock status information , the status of purchase orders and to make changes on customer purchase orders.

  • Work closely with BU (s) in order to get delivery information of scheduled shipments

  • Check with credit department concerning credit status of customer and defined

  • Payment method (pre payment or on account).

  • Maintain files of active orders and post activity such as change notices, scheduling changes, partial shipments, and credit changes in order to have all information up to date.

  •  Prepare paperwork (original purchase order, copies of invoice, and return goods memo) and ensure credits are created and issued

  • Receive requests for service callouts by telephone and email.

  • Process service orders within defined timeline and invoice accordingly.

  • Provide customers with quotations within defined timelines.

  • Purchase parts from BU’s and third parties and co-ordinate return of equipment for repair to BU’s.

  • Co-ordinate closing of jobs in order to issue invoices to our customers.

  • Work with BU’s in order to process warranty invoices.

  • Monitor outstanding purchase orders from BU’s and third parties.

  • Co-ordinate processing of credit notes to customers.

  • Prepare tender documents and ensure their submission before the deadline and execute all post-tender admininstrative work (sending out additional documents, response to questions and notifications)

Job Requirements



Qualifications

Qualifications:


  • Italian native speaker, good English is a must. Good Spanish is nice to have

  • Must be a team player

  • Able to use own initiative


  • Does not need micromanagement


  • Attention to detail


  • Knowledge of SAP order processing is preferable although not essential, may be another ERP


  • Positive, enthusiastic and driven


  • Experience of working in a customer service environment 3-5 years


  • Tenacious/Do What It Takes


  • Do it now/Time is the enemy


  • Proactive approach to tasks given


  • Effective Time Management and Personal Organization 


Danaher Corporation Overview

Danaher Corporation is one of the most remarkable success stories in the Fortune 500. In addition to Leica, Danaher owns some of the world’s leading industrial brands - products that span the most demanding applications in the world. Currently over 50 companies and 60,000 employees around the globe are working together challenging each other to take this success even further. Our joint quest does not only increase chance of success, it also fosters an environment in which a global career path is encouraged and limited only by your talent, capacity and ambitions