Senior Customer Service Representative - German Speaking

Work Schedule
Standard (Mon-Fri)

Environmental Conditions
Office

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   - German Speaking

Reports to:   Team Leader or Supervisor, Customer   Service

Group / Division:

Career Band:   3

Position Location:   Bud a pest, Hungary

Position Summary:

Based at the new Shared Service Center in Budapest, 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 , p rocessing 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/project s   as required by business expectations.

- Consistently apply and meet the process expectations an d   demo ns trate   attention   to operational details and   leverage required computer   systems to   maintain   high level   of data   accuracy an d quality.   Develop and review training materials and contribute   to g   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   might be   required   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   judgement,   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:

- C1 level German language is required
- Requires a high school diploma or a Government Body award. A   Bachelor’s Degree   is preferred but not essential, candidates with relevant experience and knowledge will also be considered.

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.