The Sales Support & Order Processing Specialist/Sales Support Specialist will be part of the AU/NZ Sales Support and Order Processing Team reporting to the Manager of Sales Support and Order Processing. This position is responsible for supporting regional sales activities including order management as well as sales and service-related support. The focus will be to ensure a best in class customer journey through sales support and order processing.
Provide high levels of support to external customers in relation to telephone, fax and email enquiries, purchase orders, etc.
Support internal customers by taking responsibility for a variety of administrative and operational tasks.
Act as the primary internal contact point for customers and dealers who contact Eppendorf by telephone, email and fax
Provide product information, delivery information, pricing, etc.
Address first-level applications and product-related questions and escalating more advanced questions to the appropriate personnel.
Direct calls appropriately and liaise with operational marketing, technical product support, service and sales.
Process all incoming customer purchase orders (direct and dealer), managing these per known pricing and promotions according to territory responsibility.
Initiate deliveries and invoicing according to territory responsibility.
Manage enquires via general email inboxes, ensuring these are actioned every day.
Work within CRM to prepare and manage quotes, and other information relevant to sales order processing.
Maintain contact, account and customer information in the CRM system (eg. adding and deleting contacts as well as documenting key discussions).
Assist with the dispatch of goods for ep-points.
Ensure all complaints are documented in the CRM.
Assist Sales Team with customer support related functions (e.g. quoting, product selection, samples etc.).
Provide administrative support using Word, Excel, PowerPoint, etc. as required.
Provide an overall exceptional customer experience
Your expertise
Bachelor’s Degree in Business Administration, Economics, Science or related subject is considered an advantage
3-4 years’ professional experience in the field of sales support, order management, or equivalent combination of education and work experience
Life science industry experience is considered an advantage
Experience with order processing, CRM, and quotation solutions. Good knowledge of SAP
Experience in project management
Strong Skills in Word and Excel
Customer focused attitude and strong communication skills