When you are part of the team at Thermo Fisher Scientific, you will 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 will be supported in achieving your career goals.
As the world leader in serving science, we empower our people to advance innovative technologies, develop meaningful solutions, and build rewarding careers.
As Senior Customer Service representative you are part of a multi-cultural team and will enjoy working in an international setting while you support the SSD EMEA sales and service teams
The Senior Customer Service Team provides customer facing support to Thermo Fisher Company’s customers and the field engineering team.
The Senior Customer Service representative is responsible for but not limited to carry out 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 problems
Maintains 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 activities
Receive, 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 forr verification purposes
The Job Requirements:
Role model for the other team members (excellent functional knowledge, excellent work ethics, fast resolution skills, professional and helpful verbal and non-verbal communication skills, drive to manage processes smarter, more efficient)
Essential language skills English and Italiam, Spanish or French is a plus