German Speaking Senior Customer Service Representative

at  Thermo Fisher Scientific

LOCATION: BUDAPEST/HUNGARY

When you’re 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!

• Support customers with Services Central onboarding enquiries in a Tier 1 / 2 capacity:
• Utilize tools such as the Data Lookup Tool (Power BI dashboards), the EDMT tool, Fresh Desk, C4S and SAP
• Support generating training material for Tier 2 references.
• Proactively monitor and respond to customer onboarding failures.
• Use EDMT to look ahead at FSE upcoming visits and pro-actively ensure domain matches for a successful onboarding.
• Communicate with Tier 1 Support to ensure customers are receiving timely responses to issues with accurate estimated timeframes for their issues getting resolved.
• Support Product Management and R&D in providing input and supporting data to help inform/define requirements for future enhancements to onboarding solutions.
• Practice PPI; identify areas for process improvement and collaborate with team to prioritize and implement as possible.
• Monitor for Tier 2 escalations – target time to respond to Tier 1 with update/info in 24 hours; target time to resolve issue:
• If can be resolved at Tier 2 level – resolve within 48 hours.
• If needs Tier 3 support to resolve – resolve ASAP on case-by-case basis (discuss)
• Consolidate common customer issues for Tier 3 teams so that resolution paths are simplified.
• Work closely with the IES Customer Care Dispatch Teams and upon request can be involved in general customer care activities;
• Acting as First Point of Contact for our customers, dealing with queries mainly via email (85%) and phone (15%) regarding Business to Business (B2B)
• Create tickets, quotes and processing PO
• Connecting with internal teams and occasionally external partners
• Maintain customer databases
• Create and maintain equipment records in SAP