Customer Support Representative (Order Fulfillment)

Job description

Work Schedule Standard (Mon-Fri) Environmental Conditions Office 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 140,000 outstanding minds has a unique story to tell. Join us and chip into our singular mission—enabling our customers to make the world healthier, cleaner and safer. When you are 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. Position Summary: Based at the new Shared Service Center in Budapest, the Customer Service team is supporting our clients throughout the lifecycle including the administrative, quotation and order fulfillment phases. Customer Service Reps provide exceptional customer service, promptly and accurately when responding to internal and external customer requests. 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’s policies, prepare vital shipping documentation, etc. Aid 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. Resolve problems by applying established policies, procedures and tactics and using pro-active communication across internal network of multiple product lines Assess individual customer requirements and direct activities to appropriate departments Take ownership of customer requirements, efficiently and professionally as per the service level agreement. Provides expertise, guidance and support to colleagues Develop and deliver training and materials to support departmental needs Cultivate 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? Competent Microsoft Office user Strong written and verbal communication skills Must have the ability to identify and solve problems and to multi-task under deadlines Must 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 the ability to prioritize effectively Must demonstrate judgment, tact, and subtlety in dealing with internal and external customers Work on own initiative on daily routine tasks as well as solving system issues Fluency in English is required and Dutch language knowledge is also essential Experience: A minimum of 3 years’ customer service experience required, preferably in an SSC/BSC/office environment Experience with Oracle or SAP preferred but not essential Education: Requires a high school diploma or a Government Body award. A Bachelor’s Degree is an advantage, candidates with relevant experience and knowledge will also be considered. 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.