Senior Customer Service Representative

Work Schedule

Standard (Mon-Fri)

Environmental Conditions

Office

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 Shared Service Center in Budapest, the Customer Care organization supports our clients throughout the product lifecycle, including customer master data management, quoting, order management, and a wide range of administrative and operational processes

The Agile Team Senior Customer Care Representative is a highly adaptable, performance-driven professional who provides exceptional customer support while flexibly supporting multiple operational teams, based on business needs and priorities.

This role acts as a role model in customer centricity, data accuracy, compliance, and operational excellence.

Key Responsibilities:

• Deliver outstanding customer experience to internal and external stakeholders across customer master data, quoting, order management, and related processes
• Demonstrate strong ownership, accountability, and integrity while acting as a role model for customer centricity, collaboration, and operational excellence
• Independently manage complex customer requirements and escalations, ensuring timely resolution in collaboration with Sales, Commercial, Distribution, Finance, and Field Service teams.
• Consistently meet or exceed defined KPIs while maintaining high levels of data accuracy and compliance
• Rapidly onboard into new teams, processes, as part of the Agile Team model, transitioning every 3–6 months based on business needs and priorities
• Provide operational support to various Customer Care teams experiencing workload peaks, transitions, or performance challenges
• Act as a knowledge bridge across teams by sharing best practices, supporting knowledge sharing and supporting standardization
• Identify and raise process improvement opportunities to enhance productivity, quality, and efficiency, contributing to continuous improvement initiatives

Skills:

• Fluent English required; and an additional European language required (German, Italian, French, Spanish)
• Strong analytical and problem-solving capabilities.
• Good problem-solving skills
• High adaptability and learning agility
• Demonstrated ability to perform in dynamic environments
• Excellent prioritization and workload management skills.
• Strong interpersonal and stakeholder management skills
• High attention to detail and data accuracy.
• Proactive, self-driven, and performance-oriented mindset.
• Solid Microsoft Office skills; ERP knowledge preferred

Experience:

• Minimum of 1 year experience in customer service, P2P or procurement field is required in an SSC/multinational/office environment.
• Experience with ERP systems preferred but not essential.
• Bachelor’s degree preferred; relevant experience will also be considered.