Customer Service Representative - fixed term

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.

Segrate/LSG Italy Customer Care

A day in the Life:

• Supplies to customer satisfaction and looks after meeting customer needs. Impact customer happiness directly by meeting or exceeding customer’s expectations in all contacts with the customer service team. Impacts upon the company’s achievement of Sales and Service plan and forecast by ensuring the timely and accurate processing of orders, contracts, tenders, service call, etc.
• Produce quotations in line with company policy/guidelines. Collaborates with instruments and consumables order entry team providing any relevant information or input.
• Tenders – ensures collation of information from all relevant parties, provides timely response to Public and Private tenders invitations. Coordinates with internal departments (Sales and Support) to provide relevant information and input. Acts according to Company policies and procedures. Brings up T&C issues to finance/legal when required.
• Customer complaints – acts as contact point for customers and ensures timely resolution and customer happiness outcome through interaction with internal collaborators (Complaint Team). Liaises with internal dept whereto resolve issue or feedback relevant information to ensure process improvements.

Keys to Success:

Education

• High school diploma or equivalent required.
• Education to GCSE standard (European equivalent), including English language. Computer literate – MS Office, Word/Excel/PowerPoint. Must process excellent administration, interpersonal demeanour and the ability to plan and time prioritize multiple tasks. Partnership and accuracy are critical.

Experience

• Some past experience in a customer contact/order admin role, preferably in a fast change sales environment.

Knowledge, Skills, Abilities

• Must be able to work as part of a team.
• Communicates with Managers and Team Leader daily, Sales and other functions as required.
• Communicates externally both verbally and in writing, at all levels, with the Division’s customers.
• Strong written and verbal communication skills in English; additional language proficiency may be required
• Demonstrated proficiency in Microsoft Office applications
• Experience with ERP systems and CRM platforms preferred, with knowledge of life sciences industry- specific software a plus
• Excellent problem- solving abilities and attention to detail, crucial for handling complex consumables orders
• Strong organizational skills with ability to prioritize multiple tasks effectively in a fast- paced environment
• Initiative- taking with a positive, collaborative mindset
• Ability to handle complex customer requirements and manage escalations professionally, especially related to time- sensitive consumables orders
• Consistent record of meeting performance metrics and service level agreements
• Capacity to work independently and handle ambiguous situations
• Ability to develop and maintain effective relationships with internal and external stakeholders
• Demonstrated judgment and diplomacy in customer interactions
• Willingness to participate in cross- training and support activities as needed
• Experience in data accuracy and quality control, particularly important for managing consumables inventory and orders
• Ability to work in a standard office environment with regular computer use