Customer Care Representative

About us

Thermo Fisher Scientific Inc. is the world leader in serving science, with annual revenue exceeding $44 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, improving patient diagnostics and therapies or increasing efficiency in their laboratories, we are here to support them. Our team of more than 125,000 colleagues delivers an unrivaled 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  .

Position Summary:

In this role you will report to the Customer Care Team Leader and your main responsibility will be to provide outstanding support to our customers and clients, primarily through placing and reviewing orders, and responding efficiently and effectively to their enquiries. You will need to demonstrate a high level of courteous and efficient service while contributing to business development and growth in sales. The role is based in Scoresby, Melbourne and offers a hybrid working environment.

Key Responsibilities:

• Deliver and maintain unparalleled service, working with all departments to accelerate the customer experience.
• Process orders accurately and help to drive customers towards our digital platform for additional speed to information.
• Record all activity within the Enterprise Resource Planning (ERP) and Customer Relationship Management (CRM) systems.
• Prepare Return Authorisation and credits for processing and ensure that they are within company guidelines.
• Proactive communication of key opportunities, sensitivities or issues internally including forwarding leads to sales for qualification
• Communicate optimally with customers and employees partnering for phenomenal results.
• Think on your feet and be prepared to use your initiative to find solutions.
• Ensure compliance with processes around regulated activities.
• Follow the company’s quality systems ISO 9001 and operating procedures.
• Maintain a professional and positive demeanor whilst being committed to the values of Integrity, Intensity, Innovation and Involvement
• Involvement to identify and define problem areas for improvement.
• Follow OHS policies and procedures and ensure a safe and healthy workplace environment.

Skills and Experience:

• Minimum of 1 year within a dedicated customer service role or customer facing role
• Excellent digital literacy, the ability to learn new concepts and packages as the need arises.
• Ability to remain professional and composed when presented with complicated circumstances.
• Strong results focus and with attention to detail.
• Excellent interpersonal skills - both written and verbal -with ability to build to naturally problem solve and achieve results.
• Outstanding organisational skills and the ability to prioritise tasks optimally.
• Be able to work effectively (and in good humor!) in a fast-paced environment ensuring all tasks are performed to completion and on time.
• Experience working within a team interacting with both internal and external customers
• Intermediate level competence in Microsoft Office Suite applications, Excel, Work and Outlook. Experience with Salesforce.com (CRM) will be advantageous
• University degree (preferred Science or business) and or related experience would also be helpful.

Additional Information:

• Some public holiday and out of hours work may be required. Possibility for on call work supporting this critical industry. 

We offer competitive compensation and benefits packages, along with opportunities for professional growth and development. If you are a motivated individual with a passion for demand planning and inventory management, we invite you to apply for this exciting opportunity. Watch as our colleagues explain 5 reasons to work with us .

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.