Senior Customer Service Representative

Work Schedule

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 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, provides internal support to Thermo Fisher stakeholders and the field engineering team and delivers professional service and excellence in a high-volume diverse back-office environment.  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.

• Create, assign and action tickets in the ticketing system as needed (C4S). 

• Document all required information, keep work instructions and operating procedures up to date.  

• Perform invoicing activities (investigate, finalize and send invoices to the customers). 

• Analyze and cross-check the data in the ticketing system and in SAP. 

• Highlight differences in values to the involved parties. 

• Take part in dispute cases by updating the teams with the required information. 

• Contribute to the customer data maintenance process, liaise with the Master Data team on account modifications requests. 

• Handle and resolve queries, escalations and complaints. 

• Take an active part in continuous process improvement and standardization to increase productivity. 

• Build and maintain relationship with field service technicians, sales department, dispatching team and additional accounts within the business unit. 

REQUIREMENTS:• Minimum 2 years of customer service experience in a shared service center, multinational, or office environment• Preferred Fields of Study: Business Administration, Science, or related field• Strong written and verbal communication skills in English; additional language proficiency may be required• Demonstrated proficiency in Microsoft Office applications• Experience with ERP systems and CRM platforms preferred• Excellent problem-solving abilities and attention to detail• Strong organizational skills with ability to prioritize multiple tasks effectively• Initiative-taking with a positive, collaborative mindset• Ability to handle complex customer requirements and manage escalations professionally• Consistent record of meeting performance metrics and service level agreements• Capacity to work independently and handle ambiguous situations• Ability to develop and maintain effective relationships with internal and external stakeholders• Demonstrated judgment and diplomacy in customer interactions• Willingness to participate in cross-training and support activities as needed• Experience in data accuracy and quality control• Good understanding on financial closing dates (Quarter Ends, Year Ends) is an advantage