Customer Service Representative II

JOB DESCRIPTION

Work Schedule

Standard (Mon-Fri)

Environmental Conditions

Office

Job Description

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, like protecting the environment, making sure our food is safe or helping find cures for cancer.

DESCRIPTION:
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 contact through order fulfillment. Working in our collaborative environment, you'll handle customer inquiries, process orders, manage quotations, and maintain customer data while working with cross-functional teams to deliver outstanding results. This role offers opportunities for professional growth and development in a global organization committed to scientific innovation and customer success.

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 various 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 contribute to continuous process improvement initiatives while upholding our core values of Integrity, Intensity, Innovation, and Involvement.

Roles & Responsibilities

• Perform high end order processing tasks for assigned regions using Oracle JD Edwards, SAP, PRMS, Macola, AS400 and other applications used by the function
• Engage in activities to provide an enhanced customer experience
• Ensure adherence to organizational procedures, policies and systems.
• Ensures that performance metrics / SLAs are met 
• Adhere to daily turnaround time for orders as per set TAT guidelines
• Ensure adherence to all internal / external processes defined  
• Proactively escalates issues that can potentially hamper the business processes
• Solves a range of straightforward problems and analyzes possible solutions using standard procedures
• Contribute to team effort by accomplishing related results as needed

Other Requirements

• Preferably Bachelor’s degree (Arts, Science, Commerce, Business Administrations)
• 1.5-3years’ Hands on experience on Order Management
• Requires strong computer skills, including Microsoft office
• Display excellent verbal and written communication and interpersonal skills.
• Highly detail-oriented and organized with excellent analytic and problem-solving abilities
• Able to multi-task, prioritize and manage time effectively
• Ability to work under pressure
• Customer orientated and ability to adapt/respond to different types of tasks
• Flexible to work in Night Shifts

As a Customer Service Representative-Order Management you must represent our company well by being responsible, punctual and motivated to go above and beyond the call of duty

At Thermo Fisher Scientific, each one of our 75,000 extraordinary minds has a unique story to tell. Join us and contribute to our singular mission—enabling our customers to make the world healthier, cleaner and safer.

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.