Gestionnaire Service Client

Job description

Work Schedule Standard (Mon-Fri) Environmental Conditions Office Job Description Customer Service Representative II As part of the Thermo Fisher Scientific team, you’ll discover meaningful work that makes a positive impact on a global scale. Join our colleagues in bringing our Mission to life every single day to enable our customers to make the world healthier, cleaner and safer. We provide our global teams with the resources needed to achieve individual career goals while helping to take science a step beyond by developing solutions for some of the world’s toughest challenges. About the Role Join our team at Thermo Fisher Scientific as a Customer Service Representative II , where you'll contribute to our mission to make the world healthier, cleaner, and safer. In this position, you'll provide excellent customer support throughout the service lifecycle, from initial customer contact through order fulfillment. Working in a collaborative and international environment, you'll handle customer inquiries, process orders, manage quotations, and maintain customer data while working closely with cross-functional teams to deliver outstanding customer service. This is a 12-month fixed-term contract (CDD) offering an opportunity to develop your customer service and commercial operations experience within a global organization committed to scientific innovation and customer success. The role is based on a hybrid working model, with 2 days per week working from the office . You'll serve as a key point of contact for both internal and external customers, demonstrating strong problem-solving abilities while maintaining high standards of accuracy and efficiency. Using ERP and CRM systems, you'll process orders, track shipments, resolve issues, and ensure customer satisfaction through proactive communication and follow-up. As part of our customer-focused team, you'll also contribute to continuous process improvement initiatives while upholding our core values of Integrity, Intensity, Innovation, and Involvement . Key Responsibilities Act as a key point of contact for internal and external customers. Respond to customer inquiries by phone, email, and other communication channels. Process and manage customer orders accurately and efficiently. Prepare and manage quotations according to customer requirements. Track orders and shipments and proactively follow up on potential issues. Maintain accurate customer and order information in ERP and CRM systems. Investigate and resolve customer issues, escalating complex cases when required. Collaborate closely with Sales, Logistics, Finance, Customer Care, and other internal teams. Ensure accurate and timely data entry and documentation. Maintain a high level of customer satisfaction through proactive communication. Support continuous improvement initiatives and contribute to process optimization. Participate in cross-training activities and provide support to the wider team when required. Requirements Minimum 1 year of customer service experience , ideally within a Shared Service Center (SSC), multinational, or international environment. English proficiency ideally at B2 level or above , with strong written and verbal communication skills. Additional European language proficiency is highly valued. Government Body award or equivalent certification. Good knowledge of Microsoft Office applications. Experience with ERP systems such as Oracle or SAP is beneficial but not mandatory; training will be provided. Experience with CRM systems or customer service platforms is preferred. Excellent attention to detail and accuracy in data entry and documentation. Strong problem-solving skills and the ability to manage multiple priorities within deadlines. Strong organizational and time-management skills. Ability to work independently and take initiative. Collaborative mindset, positive attitude, and strong teamwork skills. Professional judgment and diplomacy when handling customer interactions. Ability to adapt quickly to new processes, systems, and technologies. Flexibility to participate in cross-training and support activities as required. Contract & Working Model Contract: 12-month fixed-term contract (CDD) Working model: Hybrid Office presence: 2 days per week Environment: International / multinational Schedule: Standard Monday–Friday working schedule This is a great opportunity for a customer service professional looking to develop their experience in an international, science-driven organization while working closely with multiple business functions and customers.