Senior Customer Service Representative

Job Description :

Work Schedule

Environmental Conditions

When you're part of the team at Thermo Fisher Scientific, you'll do important work. Surrounded by collaborative colleagues, you'll have the support and opportunities that only a global leader can give you. Our respected, growing organization has an outstanding strategy for the near term and beyond. Take your place on our strong team, and help us make important contributions to the world.

Job Summary :

We are seeking a highly motivated and detail-oriented Order Management and Customer Service Representative to join our dynamic team. The successful candidate will be responsible for managing customer orders, ensuring accurate and timely delivery, and providing exceptional customer service. This role requires excellent communication skills, the ability to multitask, and a strong commitment to customer satisfaction.

Key Responsibilities :

• Order Management:
  • 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.
• Customer Service:
  • 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.
• Communication and Coordination:
  • 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.
• Reporting and Documentation:
  • Prepare and maintain reports on backlogs order status and service metrics.
  • Document all customer interactions and transactions for tracking, auditing.
  • Identify trends and suggest improvements based on customer feedback and order data.
• Ad-Hoc duties & projects as assigned.

Qualifications:

• 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.