Work Schedule
Standard (Mon-Fri)
Environmental Conditions
Office
Job Description
At Thermo Fisher Scientific, every one of our 100,000 outstanding team members has a distinct story to share. Join us and contribute to our remarkable mission—empowering our customers to make the world healthier, cleaner, and safer.
Being part of Thermo Fisher Scientific means engaging in impactful projects such as cancer research, environmental protection, and food safety.
Job Title: Customer Service Specialist I
Reports to: Team Leader, Customer Service
Location: Quezon City, Philippines
Position Summary:
As a Customer Service Specialist I, you will assist the Manager and help improve customer happiness and business performance.
Key Responsibilities:
- Provide expertise and mentorship; act as the single point of contact (SPOC) for colleagues
- Conduct regular Gemba walks
- Lead review and follow-up meetings with the team
- Take charge of new assignments and lean projects, both individually and within a team
- Resolve advanced inquiries independently
- Handle complex customer requirements efficiently and professionally per SLA
- Act as the deputy for the Team Leader when needed and attend meetings
- Support the Team Leader with consolidated data and maintain daily customer service reports
- Develop and review training materials; contribute to new joiner training
- Adhere to SOPs, SLAs, and departmental training guidelines
- Support the Commercial Organization and act as SPOC for business collaborators
- Assist with internal and external audit processes
- Perform other duties as required by business needs
- Facilitate team and Team Leader connections
Skills:
- Proficient in Microsoft Office and ERP systems
- Strong written and verbal communication skills
- Self-motivated, enthusiastic, and a great teammate
- Diligent and accurate
- Strong organizational abilities, someone ready to take initiative and communicate openly about issues, ensuring we learn from our mistake
- Demonstrate judgment, tact, and diplomacy with internal and external customers
- Able to work independently, collaborate well with others, and lead by example
- Capable of leading and facilitating meetings, and taking ownership
- Able to participate in and/or lead interviews if necessary
- Skilled in problem-solving and multi-tasking under deadlines
- Approachable, calm, and methodical
- Minimum of 3-4 years of customer service experience, preferably in an SSC/multinational/office environment
- Experience with JD Edwards/Genesis or SAP and Salesforce are preferred but not essential
- Bachelor's Degree in Business Administration, a Scientific field, or equivalent knowledge and experience
Experience:
- Minimum of 3-4 years of customer service experience, preferably in an SSC/multinational/office environment
- Experience with JD Edwards/Genesis or SAP and Salesforce are preferred but not essential
Education:
- Bachelor's Degree in Business Administration, a Scientific field, or equivalent knowledge and experience
Thermo Fisher Scientific is an EEO/Affirmative Action Employer and does not discriminate based on race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, disability, or any other legally protected status.
