Thermo Fisher Scientific Inc. (NYSE: TMO) is the world leader in serving science, with revenues of $24B and 70,000 employees in 50 countries. Our mission is to enable our customers to make the world healthier, cleaner and safer. We help our customers accelerate life sciences research, solve complex analytical challenges, improve patient diagnostics and increase laboratory productivity. Through our premier brands Thermo Scientific, Applied Biosystems, Invitrogen, Fisher Scientific and Unity Lab Services we offer an unmatched combination of innovative technologies, purchasing convenience and comprehensive support.
Our Thermo Scientific brand in the analytical instruments group offers customers in research, academic, industrial and applied markets a complete range of high-end analytical instruments as well as laboratory equipment, software and services. In the materials and structural analysis division we design, manufacture, and support the broadest range of high-performance microscopy workflows that provide images and answers in the micro-, nano-, and picometer scales.
Our worldwide team of 4,600 employees is dedicated to customers pursuit accelerating innovation and driving productivity. Check out these videos to get more insight in what it means to work on our complex High-Tech Transmission Electron Microscopes. These high-end tools are being produced in our cleanrooms in Eindhoven, the Netherlands.
Corporate organization: https://www.youtube.com/watch?v=ABSxT6Y099I
How to make a microscope: https://www.youtube.com/watch?v=9W6J_f4yVVg
The Customer Service support representative is part of a multi-cultural team and enjoys working in an international setting, whereby a wide range of administrative duties have to be fulfilled to make sure the Install Base of the products sold and installed remains up-to-date and service contracts with customers will be concluded in a timely manner.
The Customer Service Team provides customer facing support to Thermo Fisher Company’s customers and the field engineering team and, delivers professional service excellence in a high volume customer service multi-cultural EMEA back-office environment.
The customer service representative will be responsible for the following tasks:
Receive telephone calls and e-mails from customers, Field Service reps, internal stakeholders, and respond to all queries in a timely and professional manner
Process the Thermo Fisher Company’s tool issues reported by customers or engineers in the call handling system and take the necessary follow up actions
Align with internal stakeholders such as field service engineers, field service supervisors, field service managers and service logistics team about open calls and part service requests and deliveries
Prepare and send quotes to customers for service requests and part orders not covered by a service contract
Prepare and send quotes to customers for system relocations
Accurately process high volumes of part orders and service requests, including but not limited to part location and price determination, accurate cost and revenue account reflection, regular follow up with engineers and Thermo Fisher Company inventory management to ensure the customer’s needs are met successfully and promptly
Timely manage the preparation for invoicing; ensures accurate cost and revenue account are associated with parts, labor and expenses on each call, which requires solid understanding of cogs accounts, service types and service areas both internal and external to Thermo Fisher Company
Acts as customer liaison with Accounts Receivable to determine billing issues and find resolution
Maintains records regarding customer returns and replacement parts, deliveries, changes, pricing, and return credit problemsMaintains professionalism in working relationships with team, customers and others within the company
Ensure all areas of personal responsibility are handled promptly, accurately, and with outstanding customer service
Participates in improvement initiatives and team building activitiesReceive, validate, and process of incoming reports from field service engineers in QAD
Communicate with field service engineers on calls with regard to missing or wrong information
Processing of billable calls in QAD, and issue and hand-over pro-forma invoice to colleagues for verification purposes
Be assertive yet tactful in motivating others to provide feedback and/or approvals in a timely manner
Remain calm under time pressure and have the ability to cope with business impact pressure
Willingness to help and show passion and commitment to meeting performance goals
Demonstrate the highest level of integrity, strong accuracy in administrative duties and having attention to detail
Proficient with reading and has the ability to quickly interpret contractual terms and conditions commonly used in international trade and escalate inconsistencies where found
Excellent (non) verbal and written communication skills
Degree in higher professional education preferably in business economics/administration or international business management
Fluent in English and preferably in skilled in one of the following languages: Dutch, German, French, Spanish or Italian
Good knowledge of ERP systems, preferably QAD and Microsoft Office packages, such as Outlook, Excel, Word and Powerpoint
Using initiative, discretion and judgement within established procedures, guidelines and rules
Managing situations requiring diplomacy, fairness, firmness and sound judgment
Communication abilities on a professional level without differences
Fair and transparent
Assist in evaluations
Respond to emergency situation as escalation point