Senior Customer Service Representative

Work Schedule

Standard (Mon-Fri)

Environmental Conditions

Office

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.

DESCRIPTION:
Join our team as a Lead Customer Service Representative at Thermo Fisher Scientific, where you'll contribute to our mission to make the world healthier, cleaner, and safer. As a key member of our customer service organization, you'll provide effective leadership in customer support while mentoring team members and contributing to continuous improvement initiatives. You'll handle complex customer inquiries, manage escalations, and coordinate between customers and cross-functional teams. Your role will be essential in maintaining our high standards of customer satisfaction while supporting our company's growth and innovation goals.

RESPONSIBILITIES:

• Process orders into SAP, handle end to end order processing

• Process and manage order processing transactions accurately, in a timely manner from order entry to delivery commitment to customers.

• Work on new part no & pricing set up in SAP.

• Handle shipping & LC documentations.

• Handle customer order enquiries, engage with relevant team members to resolve issue quickly.

• Account & backlogs management, proactively communicate changes/delays and suggest alternative option whenever possible to mitigate critical issue due to shipping delays.

• Timely coordination with logistics service providers for timely pick up & delivery.

• Liaise with manufacturing facilities & 3rd party vendors in USA, Europe, APAC.

• Work with Finance on AR, AP issues & follow up when needed.

• Participate in order management process improvement when needed.

• Responsible to meet all operational KPI and SLA.

• Ensure all documentation and order processes are in line with corporate guidelines without violating compliance.

• Reports preparation on regular basis.

• Perform ad-hoc duties/projects as assigned.

REQUIREMENTS:

• 4 - 5 years of customer service experience in a professional environment

• Preferred Fields of Study: Business Administration, Sciences, or related field

• Strong proficiency in ERP systems (SAP and Microsoft Office Suite

• Exceptional problem-solving abilities and attention to detail

• Outstanding written and verbal communication skills

• Experience in process improvement and implementing best practices

• Ability to handle complex customer situations with diplomacy and professionalism

• Strong organizational and time management skills

• Demonstrated ability to work independently and as part of a team

• Flexibility to adapt to changing business needs and priorities