Sr Customer Service Representative

Work Schedule
First Shift (Days)

Environmental Conditions
Office

Job Description

Thermo Fisher Scientific is the world leader in serving science, with approximately 100,000 employees. We give our people the resources and opportunities to make significant contributions to the world.

Your work will be challenging and have real-world impact. You will be encouraged to perform your best and supported in achieving your career goals as part of a successful, growing global organization.

All our employees have a common set of values - Integrity, Intensity, Innovation, and Involvement. Our ability to achieve year after year growth is driven by our ability to attract, develop and retain world-class people who thrive in our environment and share in our desire to improve humankind.

Role

• Responsible for establishing and maintaining positive, successful relationships with customers on behalf of the company by taking complete responsibility for each customer interaction with exceptional telephone skills and/or strong email communications!

• Excellent interpersonal skills both written and verbal, including digital literacy, exceptional detail orientation, strong follow up, and ability to solve problems!

• Job duties associated with the position also include timely and effective management of e-mail communication, processing of returns, resolving invoice queries. Be involved in resolving delivery issues, following tracking procedures to ensure on time delivery, providing customers with regular order status overviews, attending conference calls and all other aspects of Customer Excellence.

• The position includes a variety of tasks working in close collaboration with our commercial partners and acts as an internal account representative, responsible for establishing and maintaining profitable relationships with customers on behalf of the company by taking ownership and accountability.

Preferred education & experience:

• A general standard of education - GCSE or equivalent (UK), Requires a High School Diploma or equivalent GED.
• Minimum of 3+ years Customer Service and ERP (ENTERPRISE RESOURCE PLANNING) experience. Bachelor's degree, preferably in Business Administration or a scientific field strongly encouraged, or the equivalent knowledge and experience. (USA)

• Fluency in European languages - preferred but not essential (UK)

• Experience in Order Management, Customer Excellence, or equivalent is preferred and ideally within the manufacturing or distribution industries

• Previous experience in developing customer relations and demonstrable interpersonal, communication and customer service skills

Key skills & abilities:

• Strong attention to detail and exceptional problem-solving skills combined with exceptional computer skills/literacy including knowledge and experience of Microsoft Office applications

• A powerful desire to succeed combined with the ability to execute multiple tasks (working calmly and accurately under pressure) whilst being self-motivated with the ability to work as part of a team, however, with little direct supervision

• Ability to ensure and influence customer satisfaction by demonstrating tact, sensitivity, and professionalism through presentation of excellence in organization and team management skills

• Ability to develop and maintain working relationships and assist commercial partners by way of detailed monitoring of open orders and communication over prospective orders, appropriate follow up, offering pre and post customer service for complex custom orders and projects.

• Navigate and partner to communicate optimally with internal functions, updating regularly to guarantee customer requirements are met

• Ability to demonstrate excellent communication skills reflecting a positive, professional, and customer centered organization.

• Adhere to the Company's instructions and policies related to order management and customer relations and to meet established goals

• To perform any other duties as may be required within the remit of the role

• To understand and accept personal responsibilities for Health & Safety on site in compliance with local legislation and the Company's Health & Safety Management

• Timely responsiveness

• Time management

• Ability to prioritize

Our mission is to enable our customers to make the world healthier, cleaner, and safer. We help to accelerate life sciences research, solve complex analytical challenges, improve patient diagnostics, and increase laboratory productivity through our premier brands - Thermo Scientific, Applied Biosystems, Invitrogen, Fisher Scientific, and Unity Lab Services. We offer an unmatched combination of innovative technologies, purchasing convenience and comprehensive support to address urgent public health needs such as finding cures for cancer, producing therapies and vaccines, protecting the environment, and making our food safe.