Work Schedule
Standard (Mon-Fri)
Environmental Conditions
Office
Job Description
Join our team as a Lead Customer Service Representative at Thermo Fisher Scientific, where you'll contribute to our mission to make the world healthier, cleaner, and safer. As a key member of our customer service organization, you'll provide effective leadership in customer support while mentoring team members and contributing to continuous improvement initiatives. You'll handle complex customer inquiries, manage escalations, and coordinate between customers and cross-functional teams. Your role will be essential in maintaining our high standards of customer satisfaction while supporting our company's growth and innovation goals.
In this role, you will develop expertise in Order Management process aspects, handling customer transactions related to order status, inquiries, back orders, proofs of delivery, expedition support, and other related policies & procedures. You'll also serve as a backup for SAP Deployed Countries in Asia Customer Service on Order Management & ANZ Microsoft Dynamic related activities. Additionally, you'll be responsible for running standardized reports, managing block orders, and performing simple ad-hoc queries to identify and propose opportunities to improve service, customer satisfaction, communication, and efficiencies.
REQUIREMENTS:
* 4 years of customer service experience in a professional environment
* Preferred Fields of Study: Business Administration, Sciences, or related field
* Professional certifications in customer service or relevant field are beneficial
* Proven leadership experience with ability to coach, mentor, and develop team members
* Strong proficiency in ERP systems (SAP, Oracle) and Microsoft Office Suite
* Exceptional problem-solving abilities and attention to detail
* Outstanding written and verbal communication skills
* Experience in process improvement and implementing best practices
* Ability to handle complex customer situations with diplomacy and professionalism
* Strong organizational and time management skills
* Demonstrated ability to work independently and as part of a team
* Experience with customer relationship management (CRM) systems
* Ability to work effectively in a metric-driven environment
* Knowledge of quality management systems (ISO, cGMP) preferred
* Flexibility to adapt to changing business needs and priorities
* Foreign language skills beneficial
Benefits
Join our team and take advantage of these great benefits Apply now to learn more about the full range of benefits we offer.
* Health & Wellbeing: Join a company that prioritizes your health & wellbeing with comprehensive benefits, wellness programs, and an Employee Assistance Program providing confidential support for personal and work-related issues.
* Flexibility: Balance your work and personal life with flexible arrangements.
* Extra Leave: Benefit from generous leave policies, including the option to purchase additional leave, paid birthday leave, and company paid parental leave.
* Charitable Giving & Volunteering: Make an impact with paid volunteer time to support non-profit organizations that matter to you.
* Learning & Development: Advance your career with access to online courses via Thermo Fisher Scientific University Plus and LinkedIn learning, workshops, and mentorship programs for continuous learning and skill development.
Thermo Fisher Scientific Australia WGEA Employer of Choice for Gender Equality
Our Mission is to enable our customers to make the world healthier, cleaner and safer. Watch as our colleagues explain 5 reasons to work with us. As one team of 100,000+ colleagues, we share a common set of values - Integrity, Intensity, Innovation and Involvement - working together to accelerate research, solve complex scientific challenges, drive technological innovation and support patients in need. #StartYourStory at Thermo Fisher Scientific, where diverse experiences, backgrounds and perspectives are valued.
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Thermo Fisher Scientific is an EEO/Affirmative Action Employer and does not discriminate based on race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, disability or any other legally protected status.