Job Description

　　Lead Customer Service Representative (CC LSG/LPG Address Book/Quotes)

　　Reports to: Team Leader, Customer Service

　　Group / Division:

　　Career Band: 4

　　Position Summary:

　　The Customer Service team are responsible for supporting our clients throughout the lifecycle including the administrative, quotation and order fulfilment phases. In addition to this, Lead Customer Service Reps provide cover to the supporting Manager when required and support in driving customer loyalty, maximizing business performance and aligning to the overall business objectives to enable growth.

　　Key Responsibilities:

　　• Provide expertise, guidance, act as SPOC for colleagues

　　• Perform Gemba walks on a regular basis

　　• Take ownership of Review/Follow up meetings with the team

　　• Take the lead on new assignments and lean projects, as part of a team or on an individual basis

　　• Manage escalated enquiries to find resolution, without managerial support

　　• Deal with & take ownership of complex customer requirements, efficiently and professionally as per SLA

　　• Act as deputy of TL when required and attend meetings

　　• Support TL with consolidated data, maintain daily customer service reports when required

　　• Support knowledge management by developing and reviewing training materials and contribute to new joiner training

　　• Adhere to SOP's, SLA's and departmental training guideline

　　• Support Commercial Organization and acts as SPOC for business stakeholders

　　• Support internal and external audit processes

　　• Other duties as dictated by business need

　　• Connect the team and TL

　　Skills:

　　• Experienced Microsoft Office and ERP user

　　• Strong written and verbal communication skills

　　• Must possess self-motivation, enthusiasm, a positive attitude and perform as a team player

　　• Display stringent attention to detail and accuracy in the work place

　　• Good organizational skills and the ability to prioritize and / or delegate effectively

　　• Demonstrate judgment, tact and diplomacy in dealing with internal and external customers

　　• Work on own initiative, work well with others and lead by example

　　• Be able to lead and facilitate meetings, take ownership

　　• Be able to participate in and/or lead interviews if required

　　• Ability to identify and solve problems and to multi task under deadlines

　　• Possess good organizational skills and have the ability to prioritize effectively

　　• Must be very approachable, calm and methodical

　　Experience:

　　• A minimum of 3-4 years' customer service experience required, preferably in an SSC/multinational/office environment

　　• Experience with Oracle or SAP preferred but not essential

　　Education:

　　• Requires a Bachelor's Degree, or the equivalent knowledge and experience

　　Working Conditions:

　　• This position requires repetitive typing and regular use of a computer plus multiple displays

　　• Most of the other physical demands are typical with those associated with an office environment.

　　• We are proud to be an Affirmative Action / Equal Opportunity Employer committed to hiring a diverse and inclusive workforce.

　　Thermo Fisher Scientific is an EEO/Affirmative Action Employer and does not discriminate on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, disability or any other legally protected status.

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