Customer Service Representative

2 weeks ago

Budapest, Budapest, Hungary Thermo Fisher Scientific Full time
Job Title: Sr. Customer Service Representative

Reports to: Team Leader, Customer Service

Career Band: 3

Job Code: CSST102

Position Summary: As a member of our Customer Service team, you will support our clients throughout the lifecycle of order management, including quotation, order fulfillment, and master data management. You will provide exceptional customer service, promptly and accurately responding to internal and external customer requests.

Responsibilities:
  • Be a role model and provide outstanding customer service experience to our external customers and internal collaborators in the field of administration, order management, quotations, master data.
  • Attend to sophisticated customer requirements, handle user problems, process and follow up on all relevant requests in accordance with the division's guidelines.
  • Coordinate with sales and commercial, distribution, and finance teams to meet customer needs or resolve issues in a timely manner.
  • Become proficient in Customer Relationship Management systems.
  • Implement 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 the need arises 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 chip in to new joiner trainings.
  • Use relevant daily customer service reports.
  • Assess individual customer requirements and if required activities to appropriate partner departments.
  • Participate in cross training and cross support activities, which involve joining assignments to other customer service teams.

Requirements:
  • Demonstrate integrity and compliance.
  • Display attention to detail and accuracy.
  • Good problem-solving skills and ability to multitask.
  • Show self-motivation, passion, a positive demeanor, and thrive as a standout colleague.
  • Strong written and verbal communication skills.
  • Good organizational skills and the ability to prioritize workload effectively.
  • Demonstrate judgment, diplomacy in dealing with internal and external customers.
  • Work on own initiative on daily routine tasks as well as solving system issues.
  • Capacity to handle uncertainty, take action even with limited information, take ownership of tasks and understand the broader context, demonstrate a positive and proactive problem-solving approach.
  • Competent Microsoft Office user.

Experience: A minimum of 2-3 years' customer service experience required, preferably in an SSC/multinational/office environment. Experience with ERP systems preferred but not crucial. Education: Requires a Bachelor's Degree, preferably in Business Administration or Scientific field or the equivalent knowledge and experience. Good command of Spanish language is a must. Working Conditions: This position requires repetitive typing, considerable interaction on the teleconferences and regular use of a computer. Most of the other physical demands are typical with those associated with an office environment. 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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