Work Schedule

Environmental Conditions

Job Description

Job Description

A Customer Service Representative is responsible for delivering exceptional customer support by responding to enquiries, resolving issues, and ensuring a positive customer experience. The role involves managing customer orders, providing product and service information, and maintaining accurate records in internal systems.

Working closely with sales, logistics, and other internal departments, the Customer Service Representative ensures timely and effective resolution of customer requests while maintaining high standards of professionalism and service quality via email and phone contact.

Position Summary

Provide reliable, efficient, and professional customer support while building strong customer relationships, ensuring operational excellence, and contributing to Thermo Fisher Scientific's commitment to outstanding customer experience.

Position Requirements:

• Handles customer transactions related to order management, order status, inquiries, back orders, proofs of delivery.
• Handles customers from multiple countries (depending on language skills)  - with fluency in the local customer language - contact via defined channels
• Works proactively with Key Accounts to build customer intimacy, identify improvement initiatives and maximize overall service performance.
• Conducts service process analysis and drives cycle time and OTIF improvements.
• Work closely with internal teams from Sales & Marketing, Supply Chain, Complaint Handling and other support functions to proactively manage customer requirements
• Liaise with the business on customer relationship management via Salesforce functionalities
• Responsible for monitoring work queues for new requests
• Responsible for completing assigned tasks within SLA targets
• May include coordination of various activities relevant for processes, including responding to general business and process related questions or issues
• May include training and deployment support pre and/or post go-live
• Responsible for escalation of issues if needed Continuous improvement of processes
• Positively contributes to and supports team efforts and objectives
• Other activities delegated by direct supervisor Act according to Thermo Fisher regulation and policies

Education & Experience:

• Bachelor's degree or higher from an accredited university
• Knowledge of French Language
• 1-2 + years of equivalent work experience in Customer Facing – B2B experience nice to have, Complaints Handling, Customer Issue Resolution, Operations, Customer Service.

Knowledge, Skills and Abilities:

• Excellent verbal and written communication skills
• Excellent language skills (comprehension, speaking, reading and writing);
• Proficient computer and keyboarding skills
• Good interpersonal skills
• Ability to work independently as well as part of a team.
• High affinity to use software solutions – including SAP and Salesforce (or similar)
• Organizational and time management skills
• Ability to maintain a positive and professional demeanor in challenging circumstances

Working Environment

Thermo Fisher Scientific values the health and wellbeing of our employees. We support and encourage individuals to create a healthy and balanced environment where they can thrive. Below is listed the working environment/requirementsfor this role:

• Able to communicate, receive, and understand information and ideas with diverse groups of people in a comprehensible and reasonable manner.
• Able to work upright and stationary for typical working hours.
• Ability to use and learn standard office equipment and technology with proficiency.
• Able to perform successfully under pressure while prioritizing and handling multiple projects or activities.
• Organizational and time management skills
• Ability to maintain a positive and professional demeanor in challenging circumstances

Working Environment
Thermo Fisher Scientific values the health and wellbeing of our employees. We support and encourage individuals to create a healthy and balanced environment where they can thrive. Below is listed the working environment/requirementsfor this role:

• Able to communicate, receive, and understand information and ideas with diverse groups of people in a comprehensible and reasonable manner.
• Able to work upright and stationary for typical working hours.
• Ability to use and learn standard office equipment and technology with proficiency.
• Able to perform successfully under pressure while prioritizing and handling multiple projects or activities.