About the role
AI summarisedThe Senior Customer Service Representative at Thermo Fisher Scientific manages customer orders and provides high-quality service through order processing, inquiry resolution, and cross-team coordination. The role involves using ERP systems like SAP, maintaining records, preparing reports, and contributing to process improvements. It requires strong communication, organizational, and problem-solving skills in a fast-paced environment.
Life SciencesOnsite
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
- Communicate effectively with customers and internal teams to provide updates and resolve issues
- Collaborate with cross functional team to drive timely order processing
- Assist in developing and implementing customer service policies and procedures
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
- Proficiency in MS Office
- Excellent verbal and written communication skills
- Strong problem-solving abilities
- 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