Customer Administration Specialist

Work Schedule

Environmental Conditions

Job Description

About Thermo Fisher:

Thermo Fisher Scientific Inc. is the world leader in serving science, with annual revenue of approximately $40 billion. Our Mission is to enable our customers to make the world healthier, cleaner and safer. Whether our customers are accelerating life sciences research, solving complex analytical challenges, growing productivity in their laboratories, improving patient health through diagnostics or the development and manufacture of life-changing therapies, we are here to support them. Our distributed team of more than 100,000 colleagues delivers an outstanding combination of innovative technologies, purchasing convenience and pharmaceutical services through our industry-leading brands, including Thermo Scientific, Applied Biosystems, Invitrogen, Fisher Scientific, Unity Lab Services, Patheon and PPD. For more information, please visit www.thermofisher.com.

Position Summary:

The Product Administrator is part of a team which supports the Portfolio Management group (Portfolio Leader, Product Manager, Associate Product Manager) in the delivery of effective, timely and accurate product support to customers/market as well as the effective management & maintenance of product masterdata across the portfolio. 

Key Responsibilities:

Masterdata Management

• Ensure consistency, accuracy, and accountability for critical data.
• Manage key sub-streams 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 & clear communication internally.

Product Administration

• 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.

Digital Product Support & Strategy Implementation

• 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, ensuring professional presentation and easy access to product information.
• Act as a subject matter expert for the Product Lifecycle Management process across all platforms, including the development and ongoing maintenance of SOP documents, and training and onboarding new staff as required.
• Own and maintain the Digital Master SKU list (MSL) and set up and maintain 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 to be published to thermofisher.com.
• Coordinate the Annual Supplier List Price Movement, including managing and maintaining 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 their communication with both internal and external customers regarding digital product queries, ensuring accurate and efficient information dissemination.

Frequent Contacts:

Internal

• Portfolio & Marketing Team
• Customer Service Team
• Supply Chain Planning Team
• Product and Business Managers
• Account Managers
• IT Team
• Regional Masterdata team

Minimum Requirements/Qualifications:

• 4.5 - 6 yrs Hands on experience on masterdata and product administration.
• Intermediate to advanced level competence in computer skills; specifically, the Microsoft Office suite applications – Excel, Word and Outlook.
• Tertiary qualification in a science discipline including chemistry (Preferred)
• Laboratory experience (Preferred)
• Customer service skills
• Previous experience in a sales & marketing or administrative support role

Skills & Attributes:

• Excellent communication skills, both written and verbal, 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 organizational skills, with a methodical approach to processes.
• Ability to successfully prioritize a high volume of work effectively whilst meeting customer expectations.
• Attention to detail with a high degree of accuracy in tasks performed
• A “customer-first” attitude.
• Flexible to work in ANZ time zone

Other Job Requirements:

• Adhere to OHS policies and procedures and ensure a safe and healthy workplace environment

Thermo Fisher Scientific is an EEO/Affirmative Action Employer and does not discriminate on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, disability or any other legally protected status.