Customer Service Representative II

Work Schedule
Standard (Mon-Fri)

Environmental Conditions
Office

Job Description

About Thermo Fisher Scientific:

Thermo Fisher Scientific Inc. (NYSE: TMO) is the world leader in serving science, with revenues of $25 billion. Each one of our 75,000 extraordinary minds has an outstanding story to tell. Join us and supply to our unusual mission-enabling our customers to make the world healthier, cleaner and safer.

When you are part of the team at Thermo Fisher Scientific, you'll do important work, like helping customers in finding cures for cancer, protecting the environment or making sure our food is safe. Your work will have real-world impact, and you'll be supported in achieving your career goals.

Position Summary:

Situated at our new Shared Service Center in the Philippines, this Customer Service team assists our clients throughout their entire journey, encompassing administrative tasks, quoting, and order fulfillment. Customer Service Representatives II deliver outstanding customer service, responding promptly and accurately to both internal and external customer inquiries.

What will you do?

• Handle inquiries via email and phone from customers and/or internal parties.
• Perform order management activities: order entry, price checking, order clearing aligned with company policies, prepare important shipping documentation, etc.
• Provide assistance to sales functions across EMEA and external customers in areas such as product/service order fulfillment processes, customer service requests such as end-to-end order status management, repair/calibration request, product changes or returns, accounts receivable collections, invoicing requirements.
• Resolve problems by applying established policies, procedures, and tactics and using proactive communication across the internal network of multiple product lines.
• Assess individual customer requirements and direct activities to appropriate departments.
• Deal with customer complaints efficiently and authoritatively as per the service level agreement.
• Cultivate an environment that promotes the company's goals, encourages continuous improvement, and builds customer relationships.
• Perform other related duties as required and/or assigned.

How will you get there?

• Proficient Microsoft Office user.
• Strong written and verbal communication skills.
• Needs to have the ability to identify and tackle problems and to multi-task under deadlines.
• Needs to possess self-motivation, passion, a positive attitude, and perform as a teammate.
• Display attention to detail and accuracy in the workplace.
• Good organizational skills and is able to prioritize effectively.
• Needs to demonstrate judgment, tact, and subtlety in taking care of internal and external customers.
• Work on own initiative on daily routine tasks as well as solving system issues.
• Proficiency in English is required.

Experience:

• Relevant customer service experience required, preferably in a call center/office environment.
• Experience with Oracle or SAP preferred but not essential.

Education:

• Requires a high school graduate or a Government Body award. A bachelor's degree is helpful but not crucial; candidates with meaningful experience and knowledge will also be considered.