About the role
AI summarisedSenior Customer Service Representative at Thermo Fisher Scientific, responsible for managing customer orders, ensuring timely delivery, and providing exceptional customer service. The role involves order processing in ERP systems, customer inquiry handling, complaint resolution, and cross-functional coordination with sales, factory, and logistics teams.
Life SciencesFull-timeGeneral
Key Responsibilities
- Process customer orders accurately and efficiently in the ERP system.
- Monitor and track orders to ensure timely delivery.
- Coordinate with factory, vendor, warehouse and logistics teams to resolve any order discrepancies or issues.
- Maintain accurate order records and update customer accounts as needed.
- Respond to customer inquiries via phone, email, and chat in a timely and professional manner.
- Provide information regarding order status, product availability, and company policies.
- Handle and resolve customer complaints and issues, escalating to the appropriate department when necessary.
- Follow up with customers to ensure their satisfaction and address any further concerns.
- Collaborate with sales, factory, warehouse, and logistics teams to ensure smooth order processing and delivery.
- Prepare and maintain reports on backlogs order status and service metrics.
Requirements
- Diploma or equivalent; Associate's or Bachelor's Degree in Business, Supply Chain or related field preferred.
- Proven experience in order management and customer service roles.
- Proficiency in using SAP, MS Office.
- Excellent verbal and written communication skills.
- Strong problem-solving abilities and attention to detail.
- Ability to work independently and as part of a team.
- Strong organizational and time management skills.
- Ability to handle multiple tasks simultaneously in a fast-paced environment.