Senior Customer Service Representative - German Speaking

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,cleanerand 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,purchasingconvenience and pharmaceutical services through our industry-leading brands. For more information, please visitwww.thermofisher.com.

Job Title:SrCustomer Service Representative  - German Speaking

Reports to:Team Leader or Supervisor, CustomerService

Group / Division:

Career Band:3

Position Location:Budapest, Hungary

Position Summary: 

Based at the new Shared Service Center in Budapest, the Customer Service teamareresponsible for supporting our clients throughout the lifecycle includingadministration, order management, quotations, master data. Customer Service Representativesprovide exceptional customer support, promptly and accurately when responding to internal and external customer requests. 

Key Responsibilities:

• Be a role model andprovide exceptional customer service experience to our external customers and internal stakeholders in the field of administration, order management, quotations, masterdata.

• 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 ensuretimelyhandling of enquiries.

• Become proficient in Customer Relationship Management systems.

• Adhere to company policies, operationalregulationsand departmental training guidelines.

• Deliver on promise on daily/weekly/monthly key performance indicator metrics. Engage in efficiency and productivity initiatives.

• Play a key roleonassignments/projectsas required by business expectations.

• Consistently apply and meet the process expectations anddemonstrateattentionto operational details andleverage required computersystems tomaintainhigh levelof dataaccuracy and quality.Develop and review training materials and contributetognew joinertrainings. 

• Userelevant daily customer service reports. 

  • Assess individual customer requirements and ifrequireddirect activities to appropriate partner departments.

  • In order tomeet the seasonal requirements of the business, itmight berequiredtoparticipatein cross training and cross support activities, which involve joining assignments to other customer service teams.

  Skills:

  • Demonstrate high integrity and compliance.

  • Display attention to detail and accuracy.

  • Good problem-solving skills and ability to multitask under tight deadlines.

  • Mustpossessself-motivation, enthusiasm, a positiveattitudeand perform as a team player.

  • Strong written and verbal communication skills.

  • Good organizational skills and the ability to prioritize workload effectively.

  • Mustdemonstratejudgement,diplomacy in dealing with internal and external customers.

  • Work onowninitiative on daily routine tasks as well as solving system issues.

  • Ability to deal with ambiguity, to act without having all details available,havea sense of ownership ofroles and responsibilitiesand ability to see the bigger picture,demonstratea “can-do” attitude and a proactive solution-focused mindset.

  • Competent Microsoft Office user.

  Experience:

  • A minimum of 2-3 years’customer service experience isrequiredin an SSC/multinational/office environment.

  • Experience with ERP systemspreferred but not essential.

  Education:

  • C1 level German language is required

  • Requires a high school diploma or a Government Body award. ABachelor’s Degreeis preferred but not essential, candidates with relevant experience and knowledge will also be considered. 

  Working Conditions:

  • This position requires repetitive typing and regular use of a computerplus multiple displays.

  • Most of the other physical demands are typicalwiththose associated with an office environment.

  • We are proud to be an Affirmative Action / Equal Opportunity Employer committed to hiring a diverse and inclusive workforce.

  Thermo Fisher Scientific is an EEO/Affirmative Action Employer and does not discriminateon the basis ofrace, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status,disabilityor any other legally protected status.