Senior Customer Care Representative

at  Thermo Fisher Scientific

JOB DESCRIPTION

At Thermo Fisher Scientific, you’ll discover meaningful work that positively impacts a global scale. Join our colleagues in bringing our mission to life daily to enable our customers to make the world healthier, cleaner and safer. We provide our global teams with the resources needed to achieve individual career goals while helping to take science a step beyond by developing solutions for some of the world’s toughest challenges, like protecting the environment, ensuring our food is safe or helping find cures for cancer.
Job Title: Senior Customer Care Representative
Job Location: Scoresby, Melbourne, Australia
Career Band: 3
Reports to: Customer Care Team Leader
Number of direct reports: 0

• Deliver and maintain unparalleled service, working with all departments to accelerate the customer experience.
• Support the overall strategy for assigned accounts, incorporating business unit-level account goals and objectives.
• Participate and support with regular account reviews and business updates to key partners, and proactively communicate critical opportunities or issues internally, including forwarding leads to sales for qualification.
• Record all activity within the Enterprise Resource Planning (ERP) and Customer Relationship Management (CRM) systems.
• Communicate effectively with customers and employees, working together for outstanding results.
• Ensure compliance with processes around regulated activities and follow the company’s quality systems, ISO 9000, and operating procedures.
• Maintain a professional and positive outlook whilst being committed to the core values of Integrity, Intensity, Innovation and Involvement.
• Involvement in identifying and defining problem areas for improvement.