Sr Customer Service Representative

Thermo Fisher Scientific Inc. is the world leader in serving science, with annual revenue exceeding $30 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, improving patient diagnostics and therapies or increasing productivity in their laboratories, we are here to support them. Our global team of more than 80,000 colleagues delivers an unrivalled combination of innovative technologies, purchasing convenience and pharmaceutical services through our industry-leading brands, including Thermo Scientific, Applied Biosystems, Invitrogen, Fisher Scientific, Unity Lab Services and Patheon. For more information, please visit www.thermofisher.com. 

How will you make an impact? 

The Senior customer service representative is part of a multi-cultural team and enjoys working in an international setting, whereby a wide range of administrative duties must be fulfilled. 

The team 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. 

 
What will you do?  

• 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. 

• Night Shift Schedule (8 PM - 5 AM) PHT

How will you get there? 

• A minimum of 1 years’ customer service experience is preferred. 

• Requires a high school diploma or a Government Body award. A Bachelor’s Degree is preferred. 

• Fluency of the English Language both written and verbal.  

• Competent Microsoft Office user. 

• Customer Focused mindset. 

• Strong written and verbal communication skills  

• Display attention to detail and accuracy in the workplace. 

• Able to prioritize effectively and multi/task under deadlines. 

• Good understanding on financial closing dates (Quarter Ends, Year Ends) is an advantage 

• Must demonstrate judgment, tact, and diplomacy in dealing with internal and external customers. 

• Experience with SAP, C4S, Genesys preferred but not essential.