Customer Service Representative II

at  Thermo Fisher Scientific

JOB DESCRIPTION

Discover meaningful work and give to our global mission at Thermo Fisher Scientific. Join us in providing solutions for challenging issues and making a positive impact on the environment, food safety, and cancer research.

KNOWLEDGE/SKILLS/ABILITIES (KEY TO SUCCESS):

• Have a foundational knowledge of the customer service environment, can switch between tasks, recognize customer or revenue related issues, and can advance.
• Able to balance business and commercial needs and potential risks/exposures with customer requests.
• Ensure all areas of personal responsibility are handled promptly, accurately, and with outstanding customer service.

JOB REQUIREMENTS

• High school graduate or equivalent experience is required, along with proven experience in a customer service environment, service, or business administration.
• Proficient in English and in one other language: Preferably German, French, Italian.
• Good knowledge of QAD, CORA, and Office packages, such as Outlook, Excel, Word, and PowerPoint.
• Proven ability to multi-task, work towards deadlines, both independently and as part of a team. Strong communication skills with a collaborative/integrative style of working to reach common goals and objectives.

KEY AREAS OF RESPONSIBILITIES/HOW DO YOU MAKE AN IMPACT:

Administratively supporting EMEA Field Service Managers, Remote Service Engineers, Supervisors & Engineers, together with our finance and logistics teams. Responsible for carrying out operational activities in QAD (ERP system), including processing part order requests, quoting for non-contractual related activities and parts, and invoicing. With a key focus on customer happiness and maintaining departmental goals.

OPERATIONAL TASKS/A DAY IN THE LIFE:

Provide effective support to the Sales teams, Service teams, Business partners and other customers in the EMEA region!

• Respond to telephone calls and e-mails from customers, Field Service teams, internal collaborators, and provide timely and professional assistance to all inquiries.
• Respond promptly to customer and collaborator email inquiries and save all correspondence in our Cora customer management tool. Ensure timely archiving of resolved cases to maintain a clear understanding of activity.
• Process issues reported by customers or engineers in the call handling system and take any follow-up actions.
• Interact with field service engineers, supervisors, and managers along with the service logistics team about open calls and part service order requests and deliveries.
• Prepare and send quotes to customers for service requests and part orders not covered by a service contract.
• Accurately process high volumes of part orders and service requests, with regular follow-up with customers and engineers to ensure the customer’s needs are met efficiently and promptly.