Sr. Customer Service Representative

Work Schedule

Environmental Conditions

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 125,000 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.

Join our team and make a difference by helping customers find cures for cancer, protect the environment, or ensure food safety. Your work will have a tangible impact, and we will support your career goals.

Position Summary:

Based at our new Shared Service Center in Quezon City, Philippines, our Customer Service team assists our clients throughout their entire journey. This includes handling administrative tasks, providing quotes, and ensuring order fulfillment. Customer Service Representatives II are responsible for delivering outstanding customer service by responding promptly and accurately to inquiries from our customers.

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’s policies, prepare vital 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.

· Provide expertise, mentorship and support to colleagues

· Develop and deliver training and materials to support departmental needs

· Cultivate an environment which promotes the company’s goals, encourages continuous improvement, and builds customer relationships.

· Perform 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 solve 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 interpersonal skills and is able to prioritize optimally.

· Demonstrate judgment, tact, and subtlety in taking care of customers

· Work on own initiative on daily routine tasks as well as solving system issues.

· Proficient in English is required.

Experience:

· A minimum of 3 years of customer service experience required, preferably in an SSC/BSC/office environment

· Experience with Oracle or SAP preferred but not crucial

Education:

• Bachelor's Degree is required.