Job Description

Senior Customer Service Representative

As part of the Thermo Fisher Scientific team, you'll discover meaningful work that makes a positive impact on a global scale. Join our colleagues in bringing our Mission to life every single day to enable our customers to make the world healthier, cleaner and safer. We provide our global teams with the resources needed to achieve individual career goals while helping to take science a step beyond by developing solutions for some of the world's toughest challenges, like protecting the environment, making sure our food is safe or helping find cures for cancer.

Position Summary: Join our team at Thermo Fisher Scientific as a Senior Customer Service Representative, where you'll contribute to our mission to make the world healthier, cleaner, and safer. You'll provide exceptional support throughout the customer lifecycle, handling administration, order management, quotations, and master data maintenance. Working in a diverse environment, you'll collaborate with cross-functional teams to deliver outstanding service while maintaining the highest standards of accuracy and professionalism. This role offers professional development opportunities while contributing to groundbreaking scientific advances.

Key Responsibilities: Be a role model and provide exceptional customer service experience to our external customers and internal stakeholders in the field of invoicing, administration, order management, quotations, master data. Deal with complex customer requirements, manage escalations, processing and follow up all relevant requests within the division's guidelines, liaising with partner functions (sales and commercial, distribution, finance) to fulfill customers' requests or resolve issues to ensure timely handling of enquiries. Become proficient in Customer Relationship Management systems. Adhere to company policies, operational regulations and departmental training guidelines. Deliver on promise on daily/weekly/monthly key performance indicator metrics. Engage in efficiency and productivity initiatives. Play a key role on assignments/projects as required by business expectations. Consistently apply and meet the process expectations and demonstrate attention to operational details and leverage required computer systems to maintain high level of data accuracy and quality. Develop and review training materials and contribute to new joiner trainings. Use relevant daily customer service reports. Assess individual customer requirements and if required direct activities to appropriate partner departments. In order to meet the seasonal requirements of the business, it might be required to participate in cross training and cross support activities, which involve joining assignments to other customer service teams.

Requirements: Minimum 2 years of customer service experience in a shared service center, multinational, or office environment. Preferred Fields of Study: Business Administration, Science, or related field. Strong written and verbal communication skills in English; additional language proficiency may be required. Demonstrated proficiency in Microsoft Office applications. Experience with ERP systems and CRM platforms preferred. Excellent problem-solving abilities and attention to detail. Strong organizational skills with ability to prioritize multiple tasks effectively. Initiative-taking with a positive, collaborative mindset. Ability to handle complex customer requirements and manage escalations professionally. Consistent record of meeting performance metrics and service level agreements. Capacity to work independently and handle ambiguous situations. Ability to develop and maintain effective relationships with internal and external stakeholders. Demonstrated judgment and diplomacy in customer interactions. Willingness to participate in cross-training and support activities as needed. Experience in data accuracy and quality control. Ability to work in a standard office environment with regular computer use.

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