Customer Service Representative II

Work Schedule

Environmental Conditions

Job Description

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 an outstanding story to tell. Join us and supply to our unusual mission—enabling our customers to make the world healthier, cleaner and safer.

Join Thermo Fisher Scientific to help customers find cures, protect the environment, ensure food safety, and achieve your career goals.

Position Summary:

In the Philippines, this team aids clients with tasks like quoting and order fulfillment.

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 aligned with company policies, prepare important shipping documentation, etc.
• Provide assistance to sales functions across EMEA and external customers in areas such as product/service order fulfillment processes, customer service requests such as end-to-end order status management, repair/calibration request, product changes or returns, accounts receivable collections, invoicing requirements.
• Resolve problems by applying established policies, procedures, and tactics and using proactive communication across the internal network of multiple product lines.
• Assess individual customer requirements and direct activities to appropriate departments.
• Deal with customer complaints efficiently and authoritatively as per the service level agreement.
• Cultivate an environment that promotes the company’s goals, encourages continuous improvement, and builds customer relationships.
• Perform other related duties as required and/or assigned.

How will you get there?

• Proficient Microsoft Office user.
• Strong written and verbal communication skills.
• Needs to have the ability to identify and tackle problems and to multi-task under deadlines.
• Needs to possess self-motivation, passion, a positive attitude, and perform as a teammate.
• Display attention to detail and accuracy in the workplace.
• Good organizational skills and is able to prioritize effectively.
• Needs to demonstrate judgment, tact, and subtlety in taking care of internal and external customers.
• Work on own initiative on daily routine tasks as well as solving system issues.
• Proficiency in English is required.

Experience:

• Relevant customer service experience required, preferably in a call center/office environment.
• Experience with Oracle or SAP preferred but not essential.

Education:

• Requires a high school graduate or equivalent experience or a Government Body award. A bachelor's degree or equivalent experience is helpful but not crucial; candidates with meaningful experience and knowledge will also be considered.