Customer Service Representative II

Work Schedule

Environmental Conditions

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 at Thermo Fisher Scientific as a Customer Service Representative II, where you'll contribute to our mission to make the world healthier, cleaner, and safer. In this position, you'll provide excellent customer support throughout the service lifecycle, from initial contact through order fulfillment. Working in our collaborative environment, you'll handle customer inquiries, process orders, manage quotations, and maintain customer data while working with cross-functional teams to deliver outstanding results. This role offers opportunities for professional growth and development in a global organization committed to scientific innovation and customer success.
You'll serve as a key point of contact for both internal and external customers, demonstrating strong problem-solving abilities while maintaining high standards of accuracy and efficiency. Using various ERP and CRM systems, you'll process orders, track shipments, resolve issues, and ensure customer satisfaction through proactive communication and follow-up. As part of our customer-focused team, you'll contribute to continuous process improvement initiatives while upholding our core values of Integrity, Intensity, Innovation, and Involvement.
REQUIREMENTS:

• Serve as a role model by providing outstanding customer service to external customers and internal team members.
• Resolve sophisticated customer requirements, handle user problems, and process and follow up on all relevant requests within the division’s guidelines. Liaise with partner functions (sales, commercial, distribution, finance) to fulfill customer requests or resolve issues promptly.
• Become an expert in Customer Relationship Management systems.
• Adhere to company policies, operational regulations, and departmental training guidelines.
• Deliver on daily/weekly/monthly key performance indicator metrics. Proactively engage in and drive efficiency and productivity initiatives. Display stringent attention to detail and accuracy.
• Act as a single point of contact for technical activities on assignments/projects as the need arises by business expectations.
• Continuously improve processes, demonstrate attention to operational details, and leverage required computer systems to maintain high data accuracy and quality. Actively develop and review training materials and give to new joiner training.
• Develop relevant daily customer service reports.
• Assess individual customer requirements and direct activities to appropriate partner departments if needed.
• Act as deputy for the Supervisor/Team Leader when required and support the management team with consolidated operational data and service reports. Lead and facilitate meetings, taking ownership of actions.
• Note: Key responsibilities stated in this document are the minimum required but are not limited to these, always within the Customer Care area of expertise.

Skills

• Demonstrate high integrity and compliance.
• Display attention to detail and accuracy.
• Good problem-solving skills and ability to multitask under tight deadlines.
• Self-motivated, enthusiastic, positive attitude, and great teammate.
• Strong written and verbal communication skills.
• Good organizational skills and ability to prioritize workload effectively.
• Proficient Microsoft Office user.