Technical Service Administraive Milano

Technical Service Administraive
Milano
Lombardia, Milano

Job Summary

- MAJOR JOB DUTIES AND RESPONSIBILITIES

- Relationship Development:

- Increase competitive advantage and drive customer satisfaction by building trust and developing relationships.

- Add value in every phone call or interaction by working together with customers and internal teams to develop beneficial solutions for their business.

- Provide higher and differentiating value not by what you do - but by 'How' you do it.

- Collaborates (with) and orchestrates the broader internal network.

- Business Support Function:

- Help to drive new and existing opportunities by internally managing customer accounts appropriately.

Together with the other departments, develop proactive solutions to create opportunities for selling products and services.

- Follow up with internal teams (e. g.

sales, tech service engineer), suppliers, and customers on any outstanding issues and make recommendations internally on areas for process improvement.

- Proactively interact with field sales to ensure regular communication regarding pricing and other customer concerns/requests (including complaints related to products/instruments, transport & warehouse or administrative issues).

Provide high-level quality service, closely aligned with sales, to enable sales growth.

Efficiently coordinate information flow.

- Manage maintenance/repair planning and related activities (e. g.

intervention booking, contact with external technical providers and customers, provision of related documentation needed for the intervention).

- Performs other duties as assigned

- Utilize Resources: Utilise local cross-functional and external contacts to help achieve targets.

Utilise proper database to manage customer requests, planning activities and provide information that will increase effectiveness.

- Targets: Meet/exceed set targets.

- QUALIFICATIONS (Education/Training, Experience and Certifications)

- High School Qualification plus 3+ years of experience in a fast paced, customer focused environment where there is a solution based selling approach

- Degree level education advantageous

- Demonstrates ability to effectively utilize technology platforms including CRM Tools Experience working in a fast-paced environment, routinely interacting with customers, manufacturers and colleagues

- KNOWLEDGE, SKILLS, ABILITIES & COMPETENCIES (Those necessary to achieve conformity of products and services)

- A good understanding of company' products, promotions, services and solution offerings for customers, as well as the underlying work processes, operational policies and procedures

- Understands VWR's operational processes, procedures and policies as well as the different VWR functions and their roles

- Strong verbal, written and PC skills essential

- A good understanding of relationship types and various buyer behaviors

- Fluent in oral and written English, preferably 1 or 2 more languages

- Able to work in a matrix organization

- Stress management

- Multi-tasking and problem solving approach

- Outstanding interpersonal skills with the ability to comfortably interact with various client/ supplier types.

- Good time management skills essential

- Can competently tailor their approach to fit different customer interactions, meeting the individual needs of every client

- Has the confidence and skill to deliver bad news effectively and in a timely fashion

- A clear ability to manage customer interactions professionally by demonstrating good listening and organizational skills, and by using probing questions and reflective language to engage customers and build trust

- Ability to focus on the big picture and assist with customer projects

- Ability to see opportunities and have initial ideas around value adding solutions for the customer.

- Team player with professional approach

- Handles difficult situations and interactions in an engaging way

- Highly customer focused as well as proactive and team focused

- Builds and maintains clients trust through continuous and transparent engagements throughout projects

- Innately customer focused and motivated to deliver value in every interaction

- Proactive, Inspirational and Team Focused

- A natural desire to share knowledge and work with the wider VWR Network

- ENVIRONMENTAL WORKING CONDITIONS & PHYSICAL EFFORT (Under Typical Positions)

- Environment: Offices VWR in Milan or hybrid work arrangements

- Relations Internal & External: Sales and Technical Service Teams, customers /suppliers and technical providers.

- Refer to the common language guide and additionally include specifics for this role.

Always keep reference.

The "Risk and Environmental Assessment" for this role is to be found in the Management system on the Intranet.

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