Job Description
Senior Customer Service Representative (CC Order fulfillment ICO)
Position Summary:
The Customer Service team is supporting our clients throughout the lifecycle including the administrative, quotation and order fulfillment phases. Customer Service Reps provide exceptional customer service, promptly and accurately when responding to internal and external customer requests.
Career Band: 3
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 fulfilment processes, customer service requests such as end-to-end order status management, repair/calibration request, product changes or returns, accounts receivable collections, invoicing requirements
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• Resolve problems by applying established policies, procedures and tactics and using pro-active communication across internal network of multiple product lines
• Assess individual customer requirements and direct activities to appropriate departments
• Take ownership of customer requirements, efficiently and professionally as per the service level agreement
• Provides expertise, guidance 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
• May be required to perform other related duties as required and/or assigned
How will you get there?
• Competent Microsoft Office user
• Strong written and verbal communication skills
• Has the ability to identify and solve problems and to multi-task under deadlines
• Possess self-motivation, passion, a positive attitude and perform as a teammate
• Display attention to detail and accuracy in the workplace
• Good organizational skills and the ability to prioritize effectively
• Demonstrates judgment, tact, and subtlety in dealing with internal and external customers
• Work on own initiative on daily routine tasks as well as solving system issues
• Fluency in English is required
Experience:
• Minimum of 3 years' customer service experience required, preferably in a SSC/BSC/office environment
• Experience with Oracle or SAP preferred but not essential
Education:
• Requires a high school diploma or a Government Body award. A Bachelor's Degree is an advantage, candidates with relevant experience and knowledge will also be considered
Thermo Fisher Scientific is an EEO/Affirmative Action Employer and does not discriminate on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, disability or any other legally protected status.
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