Customer Service Representative II

Job Description

As part of the Thermo Fisher Scientific team, you’ll 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.

How will you make an impact?

The Customer Service Representative II will provide high level customer service to internal and external customers with the goal of maintaining meaningful business relationships. Our ideal candidate will be customer oriented, an advocate for Thermo Fisher Scientific, and be eager to drive growth!

Our team provides customer facing support to customers and the field engineering team, delivers professional service excellence in a fast paced customer service multi-cultural EMEA back-office environment.

Customer Service representative will be responsible for the following tasks:

Job Requirements:

• Solid understanding of QAD Software preferred.
• Ability to repetitively type, have considerable interaction on the telephone, and regular view a computer monitor.
• Receive telephone calls and e-mails from customers, Field Service reps, internal stakeholders, and respond to all queries in a professional manner.
• Record issues from our customers or engineers. Taking the vital follow-up actions where required.
• Coordinate with out field team & service logistics team about open calls and part delivery requests.
• Use a sales order entry system, website, and knowledge base resources to provide accurate and timely assistance with order placements and status inquiries (pricing, availability, order status, shipping details, etc.).
• Follow established service quality standards and meet order and inquiry processing time standards (talk time, after call work, order accuracy etc.).
• Timely handle the preparation for invoicing!
• Acts as customer liaison with Accounts Receivable to resolve billing issues and find resolution.
• Maintains professionalism in working relationships with team, customers and others within the company.
• Ensure all areas of personal responsibility are handled promptly, accurately, and with outstanding customer service.
• Participates in improvement initiatives and team building activities.

Knowledge, Skills, Abilities

• Ability to be assertive yet tactful in motivating others and provide feedback.
• Demonstrate tact and diplomacy in dealing with customers, as well as handling confidential and/or proprietary information.
• Remain calm under time pressure and have the ability to cope with business impact pressure
• Willingness to help and show passion and commitment to meeting performance goals.
• Demonstrate the highest level of integrity, strong accuracy in administrative duties and having attention to detail.
• Good knowledge of ERP systems, preferably QAD and Microsoft Office packages, such as Outlook, Excel, Word and Powerpoint
• Basic knowledge of process improvement methodologies.
• Role model for the other team members (excellent functional knowledge, excellent work ethics, fast resolution skills, professional and helpful verbal and non-verbal communication skills, drive to manage processes smarter, more efficient)

Education

• High school diploma or equivalent required. Bachelor’s degree preferred.
• Excellent verbal and written communication skills.
• Fluent in English and French and preferably in one of the following languages: German, Spanish or Italian (pré)
• Minimum of two years related work experience in an international customer service environment.

Additional requirements

• Requires outstanding problem solving, follow-through, attention to detail and organizational skills.
• Ability to multi-task in an extremely fast paced environment.
• Moderate excel, word, ERP, or Call Handling system skills.
• Critical soft skills include self-motivation, the ability to multi-task and remain composed under pressure, professionalism, written and oral communication skills, and strong team and customer orientation.
• Motivation to help and show passion and commitment to meeting performance goals.
• Consistently communicates with customers, peers, and other Thermo Fisher Company