Customer Administration Specialist

Overview

Support the Portfolio Management group in delivering accurate and timely product support to customers and the market, and in maintaining product master data across the portfolio.

What you'll do

• Ensure consistency, accuracy, and accountability for critical data, including master data for Product, Vendor, and Customer.
• Maintain product master data, including new item setups, descriptions, database audits, price updates (buy to list updates including year-end process, with approvals from Product Managers), alternatives, and pack sizes.
• Execute data governance at the local level as defined by Regional/Global Governance strategy.
• Maintain and ensure data consistency across multiple ERPs.
• Execute the product discontinuation process, including effective and clear internal communication.
• Manage product extensions in systems, product price changes, product discontinuations, and online SKU extensions.
• Support Product Managers with product queries, including liaising with supplier partners and divisions.
• Provide support for complex quotations and tenders with product coding and alternatives.
• Liaise with sales support to provide timely feedback to external and internal stakeholders.
• Handle Certificates of Analysis (COAs) and quality-related product data and information.
• Manage customer notifications and address product issues.
• Maintain the product database and act as the gatekeeper for data integrity across multiple platforms for the end-to-end Product Lifecycle Management process, including ongoing database audits.
• Act as a subject matter expert for the Product Lifecycle Management process, including developing and maintaining SOP documents and training and onboarding new staff as required.
• Own and maintain the Digital Master SKU list (MSL) and the product item cross-reference table to support digital SKUs across all platforms.
• Own the failed validation order process for items on the cross-reference table to ensure customer order issues are resolved within agreed KPIs.
• Hold ANZ Approver status for Open Text Media Manager (OTMM), ensuring timely approval of digital images and PDFs published to thermofisher.com.
• Coordinate the Annual Supplier List Price Movement, including managing the supplier list price register and price changes (pre and post go-live) to maintain profit integrity across all platforms.
• Set up and maintain PROMO pricing (including clearance center) on Product Manager requests across all platforms.
• Support Product Managers in communicating with internal and external customers regarding digital product queries.

What you'll need

• Intermediate to advanced computer skills, specifically Microsoft Office suite applications (Excel, Word and Outlook).
• Customer service skills.
• Previous experience in a sales and marketing or administrative support role.
• 3-5 years hands-on experience in order management.
• Excellent written and verbal communication skills, with the ability to converse with stakeholders of varying technical knowledge.
• Results oriented and driven to succeed.
• Ability to manage customer relationships across a range of cultural business environments.
• Strong time management and organisational skills, with a methodical approach to processes.
• Ability to prioritise a high volume of work effectively while meeting customer expectations.
• Attention to detail with a high degree of accuracy.
• A customer-first attitude.
• Highly detail-oriented and organised, with excellent analytic and problem-solving abilities.
• Able to multi-task, prioritise and manage time effectively.
• Ability to work under pressure.
• Customer orientated and able to adapt and respond to different types of tasks.

Nice to have

• Tertiary qualification in a science discipline including chemistry.
• Laboratory experience.
• Preferably a Bachelor's degree (Arts, Science, Commerce, Business Administration).

Details

• Standard work schedule, Monday to Friday.
• Office-based role.
• Flexible to work in early morning and night shifts.
• Frequent contacts include Portfolio and Marketing, Customer Service, Supply Chain Planning, Product and Business Managers, Account Managers, IT, and Regional Masterdata teams.