Careers at ThermoFisher Scientific

Customer Focus
We are looking for a motivated and customer focused individual to handle and respond to all types of customer service issues, orders and general enquiries through a variety of channels – including phone, e-mail, fax and web. Committed to developing a good high level of product knowledge, you will identify required products, including any additional items necessary for use, optional extras and service options.

In this role you will:

• Take responsibility for customer follow-up and communication
• Own customer issues and work with a wide range of stakeholders to solve them
• Be committed to providing a high and efficient level of customer service
• Strive to exceed set SLA’s and Individual/Department/Company KPI’s
• Be empowered to resolve complex or difficult customer queries
• Work collaboratively with all internal stakeholders to deliver customer centric solutions
• Be a customer advocate, passionately supporting their needs and ensuring their views and concerns are captured, resolved and escalated
• Strive to continuously improve the processes you work with
• Effectively plan and prioritise your workload on a daily basis
• Prepares competitive one off and annual quotes as required
• Liaise with Field Sales where appropriate to understand customer requirements
• Undertake all other duties as assigned

• Previous experience of working in a multi-channel customer service environment
• Track record of being able to multi-task and work in a flexible work environment
• Ability to demonstrate an understanding of a supply chain environment and how to work collaboratively with the Supply Chain team
• Ability to effectively communicate, both orally and in writing, to customers (non-negotiable)
• Knowledge of process improvement methodology
• Ability to demonstrate strong team working skills
• Excellent problem-solving skills
• Ability to display strong written and spoken communication skills
• Ability to maintain a professional manner when problems/conflicts arise – seeking to find solutions
• Ability to build and develop effective professional relationships with internal and external colleagues/customers
• Strong GSCE results including Maths and English, or equivalent

• A level or degree
• Ability to speak one additional language, for a country managed from your location, to a professional standard.