Senior Customer Service Representative

Thermo Fisher Scientific · Quezon City

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Job Description

Thermo Fisher Scientific Inc. (NYSE: TMO) is the world leader in serving science, with annual revenue of approximately $40 billion. Our Mission is to enable our customers to make the world healthier, cleaner and safer. Whether our customers are accelerating life sciences research, solving complex analytical challenges, increasing productivity in their laboratories, improving patient health through diagnostics or the development and manufacture of life-changing therapies, we are here to support them. Our global team delivers an unrivaled combination of innovative technologies, purchasing convenience and pharmaceutical services through our industry-leading brands. For more information, please visit www.thermofisher.com.

Job Title: Sr Customer Service Representative

Reports to: Supervisor, Customer Service                         

Group / Division:

Career Band: 3

Position Location: Manila, Philippines

Position Summary:

Based at the new Shared Service Center in Manila, the Customer Service team are responsible for supporting our clients throughout the lifecycle including administration, order management, quotations, master data. Customer Service Representatives provide exceptional customer support, promptly and accurately when responding to internal and external customer requests. 

Key Responsibilities:

• Be a role model and provide exceptional customer service experience to our external customers and internal stakeholders in the field of administration, order management, quotations, master data.

• Deal with complex customer requirements, manage escalations, processing and follow up all relevant requests within the division’s guidelines, liaising with partner functions (sales and commercial, distribution, finance) to fulfill customers’ requests or resolve issues to ensure timely handling of enquiries.
• Become proficient in Customer Relationship Management systems.
• Adhere to company policies, operational regulations and departmental training guidelines.
• Deliver on promise on daily/weekly/monthly key performance indicator metrics. Engage in efficiency and productivity initiatives.
• Play a key role on assignments/projects as required by business expectations.

• Consistently apply and meet the process expectations and demonstrate attention to operational details and leverage required computer systems to maintain high level of data accuracy and quality. Develop and review training materials and contribute to new joiner trainings.

• Use relevant daily customer service reports.
• Assess individual customer requirements and if required direct activities to appropriate partner departments.

• In order to meet the seasonal requirements of the business, it is advisable to participate in cross training and cross support activities, which involve joining assignments to other customer service teams.

Skills:

• Demonstrate high integrity and compliance.
• Display attention to detail and accuracy.
• Good problem-solving skills and ability to multitask under tight deadlines.
• Must possess self-motivation, enthusiasm, a positive attitude and perform as a team player.
• Strong written and verbal communication skills.
• Good organizational skills and the ability to prioritize workload effectively.
• Must demonstrate judgment, diplomacy in dealing with internal and external customers.
• Work on own initiative on daily routine tasks as well as solving system issues.
• Ability to deal with ambiguity, to act without having all details available, have a sense of ownership of roles and responsibilities and ability to see the bigger picture, demonstrate a “can-do” attitude and a proactive solution-focused mindset.
• Competent Microsoft Office user.

Experience:

• A minimum of 2-3 years’ customer service experience is required in an SSC/multinational/office environment.
• Experience with ERP systems preferred but not essential.

Education:

• Requires a Bachelor’s degree from four-year college or university

Working Conditions:

• This position requires repetitive typing and regular use of a computer plus multiple displays.
• Most of the other physical demands are typical with those associated with an office environment.
• We are proud to be an Affirmative Action / Equal Opportunity Employer committed to hiring a diverse and inclusive workforce.

Thermo Fisher Scientific is an EEO/Affirmative Action Employer and does not discriminate on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, disability or any other legally protected status.

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