Senior Customer Care Representative - Export

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 

Reports to: Team Leader, Customer Service  

Group / Division:  

Career Band: 3 

Position Location: Budapest, 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, 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