Careers at ThermoFisher Scientific

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Job ID :
Location :
United Kingdom - Loughborough
Job Description

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

Essential skills and experience:
  • 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.

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