Team Leader Sales Helpdesk

Summary about this job

Detail information about job Team Leader Sales Helpdesk. Terms and conditions vacancy

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

The Team Leader position is responsible for performing the tasks of a help desk operator with the added responsibility of managing the team and being the first point of call for enquiry escalations, overseeing workflow and removing any barriers that may be in the team’s way of achieving set KPI’s.

Key Responsibilities:

• 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 and a daily management board you will be responsible for ensuring that processes are optimised and bottlenecks are removed and to impact customer responsiveness.
• 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.
• Communicating indirectly with customers on behalf of the field sales team in relation to information they require.
• Liaise with the commercial teams to ensure transparency on your activities with the customer and communicate any action or follow up required.
• Utilise Salesforce.com for recording of sales support activity.
• Utilise daily management board to see how the team are tracking at the top level as well as by specific deliverables.
• Facilitate the ‘goods on approval’ process and maintain accurate records to ensure compliance of process and minimal disruption on Masterpack (ERP).
• Administer the return of goods process (return authorisation).
• Utilise 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.

Minimum Requirements/Qualifications:

• Customer service experience – Team Lead experience
• Meticulous attention to detail.
• Passion for providing superior 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 organisational skills and time management capabilities.
• Able to prioritise work.
• Previous experience in a sales/service administration role would be beneficial.

Skills & Attributes

• Excellent interpersonal and communications skills with ability to build relationships with internal & external customers and staff to achieve results.
• Proven ability to handle more complex customer service issues and take ownership to resolve issues raised by colleagues.
• Proven experience in leading by example and managing the expectations from both Management and team members in order to achieve results.
• Excellent computer skills including Microsoft Office, the ability to learn new concepts and packages as required by the position.

Thermo Fisher Scientific Inc. (NYSE: TMO) is the world leader in serving science, with revenues of $20 billion and approximately 65,000 employees in 50 countries. Our mission is to enable our customers to make the world healthier, cleaner and safer.

Recruitment Agencies, we appreciate the interest, but our team have this one covered. Thanks.

Only shortlisted candidates will be contacted

Thermo Fisher Scientific is an Equal Employment Opportunity/ Affirmative Action employer.