Senior Customer Service Representative

at  Thermo Fisher Scientific

JOB DESCRIPTION

Thermo Fisher Scientific Inc. (NYSE: TMO) is the world leader in serving science, with annual revenue of approximately $40 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, increasing productivity in their laboratories, improving patient health through diagnostics or the development and manufacture of life-changing therapies, we are here to support them.

POSITION SUMMARY:

Based at the new Shared Service Center in Budapest, the Customer Service team are responsible for supporting our clients throughout the lifecycle including administration, order management, quotations, master data. Customer Service Representatives provide exceptional customer support, promptly and accurately when responding to internal and external customer requests.

SKILLS:

• Required language skills are English and German
• Demonstrate high integrity and compliance.
• Display attention to detail and accuracy.
• Good problem-solving skills and ability to multitask under tight deadlines.
• Possess self-motivation, enthusiasm, a positive attitude and perform as a teammate.
• Good organizational skills and the ability to prioritize workload effectively.
• Demonstrate judgment, diplomacy in dealing with internal and external customers.
• Work on own initiative on daily routine tasks as well as solving system issues.
• Competent Microsoft Office user.

EXPERIENCE:

• A minimum of 2-3 years’ customer service, P2P or procurement experience is required in an SSC/multinational/office environment.
• Experience with ERP systems preferred but not essential.
• Requires a high school graduate or a Government Body award. A Bachelor’s Degree is preferred but not essential, candidates with relevant experience and knowledge will also be considered.

• Be a role model and provide outstanding customer service experience to our external customers and internal partners in the field of administration, order management, quotations, master data.
• Deal with complex customer requirements, handle user problems, processing and follow up all relevant requests within the division’s guidelines, liaising with partner functions (sales and commercial, distribution, finance) to fulfill customers’ requests or resolve issues to ensure timely handling of enquiries.
• Deliver on promise on daily/weekly/monthly key performance indicator metrics. Engage in efficiency and productivity initiatives.
• Consistently apply and meet the process expectations and demonstrate attention to operational details and leverage required computer systems to maintain high level of data accuracy and quality. Develop and review training materials and contribute to new joiner trainings.
• Participate in cross training and cross support activities, which involve joining assignments to other customer service teams.