Sr Customer Service Representative

Work Schedule

Standard (Mon-Fri)

Environmental Conditions

Office

Job Description

Join our team at Thermo Fisher Scientific as a Senior Customer Service Representative, where you'll contribute to our mission to make the world healthier, cleaner, and safer. You'll provide exceptional support throughout the customer lifecycle, handling administration, order management, quotations, and master data maintenance. Working in a diverse environment, you'll collaborate with cross-functional teams to deliver outstanding service while maintaining the highest standards of accuracy and professionalism. This role offers professional development opportunities while contributing to groundbreaking scientific advances.

Job Title: Senior Customer Care Representative 
Job Location: Scoresby, Melbourne, Australia  
Reports to: Customer Care Team Leader 

How will you make an impact? 

As a Senior Customer Care Representative, you will provide the highest level of professional, efficient customer service for our critical customers. This includes focusing on 'first-time resolution', meaning resolving customer issues or inquiries during their initial contact with us without further follow-up. You will need to demonstrate this level of service while supporting business development and sales growth. 

What will you do? 

• 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 in and support regular account reviews and business updates with 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. 

The successful candidate will have: 

• Tertiary qualifications in science or a related degree are preferred. 

• Excellent computer literacy and learning new concepts and packages as needed. 

• Ability to remain professional and composed when presented with complicated circumstances. 

• Strong results, focus and attention to detail. 

• Excellent interpersonal and communication skills with the ability to achieve results. 

Benefits:

Join our team and take advantage of these great benefits!

• Health & Wellbeing: Join a company that prioritises your health & wellbeing with comprehensive benefits, wellness programs, and an Employee Assistance Program providing confidential support for personal and work-related issues.

• Flexibility: Balance your work and personal life with flexible arrangements.

• Extra Leave: Benefit from generous leave policies, including the option to purchase additional leave, paid birthday leave, and company-paid parental leave.

• Charitable Giving & Volunteering: Make an impact with paid volunteer time to support non-profit organisations that matter to you.

• Learning & Development: Advance your career with access to online courses via Thermo Fisher Scientific University Plus and LinkedIn learning, workshops, and mentorship programs for continuous learning and skill development.

• WGEA Employer of Choice for Gender Equality