The Service Support LPS (Laboratory Product Services) provides essential administrative and operational support to the field service team, ensuring efficient service delivery and customer satisfaction for Sartorius laboratory products.
- Handle and process large volume of quotations within the timeline.
- Received and review customer purchase orders, ensure the details is clean and accurate before process.
- Process service requests and schedule field service engineer visits, optimizing routes and resource allocation.
- Coordinate with Logistics / Warehouse on the delivery arrangements to ensure on time shipping.
- Perform order follow-ups, generate invoices and coordinate with Finance teams on the outstanding payments.
- Manage spare parts inventory, including ordering, receiving, stocking, and dispatching parts for service interventions.
- Generate and track service reports, work orders, and other relevant documentation, ensuring accuracy and completeness.
- Communicate proactively with customers regarding service status, scheduling, and issue resolution.
- Handle customer enquiries via phone or email in a prompt, courteous and professional manner.
- Maintain accurate customer and product service history records in the company's CRM or service management system.
- Contribute to the continuous improvement of service processes and customer support initiatives.
- Perform ad hoc duties as assigned by Management
Job Qualifications
- Academic degree in business administration or similar
- Minimum 2-3 years of work experience in customer service or order processing department
- Service and detail orientated
- Strong organizational skills with the ability to manage multiple tasks and priorities effectively.
- Excellent written and verbal communication skills in English.
- Proficiency in Microsoft Office Suite (Word, Excel, Outlook).
- Experience with CRM software (e.g., SAP) and/or service management systems is highly desirable.
- Ability to work independently and as part of a team in a fast-paced environment.
- Customer-focused mindset with a strong commitment to delivering exceptional service.
