Customer Service Representative II

Job Description

As part of the Thermo Fisher Scientific team, you will discover meaningful work that makes a positive impact on a global scale. Join our colleagues in bringing our Mission to life every single day 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, making sure our food is safe or helping find cures for cancer.

Customer Service Representative II Semi

Works in a multi-cultural team and enjoys working in an international setting (EMEA region) and has a coordinating operational role in relation to various processes supporting our external customer and internal teams.

Key areas of responsibilities/How do you make an impact:

Working within our Semiconductor industry you will be administratively supporting EMEA Field Service Managers, Supervisors & Engineers, together with our finance and logistics teams.

In the fast paced and dynamic environment, you are carrying out operational activities in QAD (ERP system) along with processing part order requests, quoting for non-contractual related activities and parts, invoicing. With a key focus on customer satisfaction and maintaining departmental goals.

The candidate will be required to operate at 80% proficiency and skilled/trained across all markets and businesses.

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!

• Receive telephone calls and e-mails from customers, Field Service teams, internal partners, and respond to all queries in a timely and professional manner.
• Promptly reply to e-mail queries from customers and team members and store all communication within our Cora (customer management tool). Make sure to archive the settled cases on time to keep a clean overview on the daily workload.
• Interact with field service engineers, supervisors, and managers along with 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, engineers to ensure the customer's needs are met successfully and promptly.
• Timely manage the preparation for invoicing; ensures accurate cost and revenue account are associated with parts, labor, and expenses on each call.
• Acts as customer liaison with Accounts Receivable to determine billing issues and find resolution.
• Follows processes regarding customer returns and replacement parts, deliveries, changes, pricing, and return credit problems.
• Ensures SOX, Legal and ISO compliance; cooperates with & coordinates any internal or external audit requests.
• Ensures all released processes and procedures are implemented and respected, actively works on improvements to said processes while highlighting opportunities to improve customer and collaborator satisfaction.

Knowledge/skills/abilities (Key to success):

• Possess a basic understanding of customer service environment, can move between tasks, identify customer or revenue related issues, and can intensify when appropriate.
• Good judgment in balancing business and commercial needs and potential risks/exposures with customer requests.
• Detail oriented with a high degree of integrity, intensity, innovation, and involvement.
• Recognizes and works towards departmental/ individual performance goals.
• Maintains professionalism in working relationships with team, customers, and others within the company.

Job Requirements

• High school graduate or equivalent required, validated experience in 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
• Strong communication with a collaborative / integrative style of working to reach common goals and objectives.
• Good verbal and written communication skills.
• Flexible to accept and pick up other duties as assigned.

What do we offer!

Based on full time contact:

• Competitive benefit package
• 13th month salary and holiday allowance
• Max. 6% annual bonus
• 40 days holiday per year
• Flex MyBenefits package (e.g Bike plan, Tax Benefit on Gym membership)
• Flexibility to work 1 day from home.
• Join a dynamic international team.
• 4Fun committee with quarterly team activity.