Job Description

　　Lead Customer Service Representative/Lead Order Management Specialist (CC LSG/LPG Order fulfillment ICO)

　　About Thermo Fisher Scientific:

　　Thermo Fisher Scientific Inc. (NYSE: TMO) is the world leader in serving science, with revenues of $25 billion. Each one of our 75,000 extraordinary minds has a unique story to tell. Join us and contribute to our singular mission-enabling our customers to make the world healthier, cleaner and safer.

　　When you're part of the team at Thermo Fisher Scientific, you'll do important work, like helping customers in finding cures for cancer, protecting the environment or making sure our food is safe. Your work will have real-world impact, and you'll be supported in achieving your career goals.

　　Career Band: 4

　　Position Summary:

　　The Customer Service team is responsible for supporting our clients throughout the lifecycle including the administrative, quotation and order fulfillment 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.

　　What will you do?

　　• Handle inquiries via email and phone from customers and/or internal parties.

　　• Perform order management activities: order entry, price checking, order clearing compliant with company's policies, prepare necessary shipping documentation, etc.

　　• Provide assistance to sales functions across EMEA and external customers in areas such as product/service order fulfilment processes, customer service requests such as end-to-end order status management, repair/calibration request, product changes or returns, accounts receivable collections, invoicing requirements.

　　• Manage the process for escalated inquiries and complaints to resolution, without managerial support

　　• Assess individual customer requirements and direct activities to appropriate departments

　　• Take ownership of complex customer requirements, efficiently and professionally as per the service level agreement.

　　• Provide expertise, guidance and support to colleagues

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

　　• Develop and deliver training and materials to support departmental needs

　　• Provide cover to the supporting Manager when required and attend meetings

　　• Foster an environment which promotes the company's goals, encourages continuous improvement, and builds customer relationships.

　　• May be required to perform other related duties as required and/or assigned

　　How will you get there?

　　• 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 workplace

　　• 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

　　• Fluency in English

　　Experience:

　　• A minimum of 3 years' customer service experience required, preferably in a call center/office environment

　　• Experience with Oracle or SAP preferred but not essential

　　Education:

　　• Requires a Bachelor's Degree

　　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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