DirecciónAt Thermo Fisher Scientific, your work will have real-world impact! You will be supported in achieving your career goals and discover meaningful work that makes a positive impact on a global scale.
Join our colleagues in bringing our Mission to life every single day to enable our customers to make the world healthier, cleaner, and safer!
Senior Customer Service Representative
This senior level Customer Service position operates in a multi-cultural team working in an international setting. It also has a coordinating operational role in relation to various processes concerning supporting our external customers and internal teams.
Key areas of responsibilities
The successful candidate will operate at 100% proficiency when skilled in our Indirect Channels business and is expected to guide and fill knowledge gaps when they arise within the team. By administratively supporting our Latin America Field Service Managers, Supervisors & Engineers, alongside our Finance and Logistics team, You would be supporting our operational activities such as handling part orders, quoting for non-contractual related activities and parts, and invoicing- all with a key focus on customer satisfaction and maintaining departmental goals
Operational Tasks:
Provide effective support to the Sales teams, Service teams, Business partners and other customers in the Indirect Channels region.
- Professional level knowledge of international Incoterms and alignment with company policies using these Incoterms.
- Identification and in-depth understanding of different export control documentation. This includes knowledge of when or where to use these documents with the various shipments and work with our compliance team for any questions that arise.
- Handle e-mails from Agents/Distributors, Field Service teams, Internal customers, and respond and handle all questions or concerns in a timely and professional manner in our customer management tools.
- Process issues reported by Agents/Distributors or Engineers in the call handling system and lead any follow-up actions for our direct business.
- Support Agents/Distributors, Supervisors, and Managers along with Service logistics, Warehouse & Export teams for service parts orders and returns.
- Prepare and send quotes using our standardized template to Agents/Distributors for service requests and part orders not covered by a service contract.
- Accurately process high volumes of part orders and service requests with Agents/Distributors with regular needed follow-up until point of collection or delivery depending on order Incoterms. Ensure the customer's needs are met completely and promptly.
- Timely handle the preparation for invoicing; ensure accurate cost and revenue accounts are associated with parts, labor, and expenses on each call.
- Act as customer liaison with Accounts Receivable to settle billing issues and find resolution.
- Follow processes regarding customer returns and replacement parts, deliveries, changes, pricing, and return credit problems.
- Make sure of SOX, Legal and ISO compliance; collaborate and coordinate any internal or external audit requests.
- Confirm that all released processes and procedures are implemented and respected. Actively work on improvements to processes while highlighting opportunities to improve customer and team member satisfaction.
Knowledge/skills/abilities (Key to success):
- Possess a Customer Service focus, and the ability to move between tasks. Identify customer or revenue risk and communicate these exposures authoritatively and efficiently to company decision makers, when needed.
- Good judgment in balancing business and commercial needs and potential risks and exposures with customer requests.
- Detail oriented with a high degree of integrity, intensity, innovation, and involvement and demonstrate these traits by showing role model behavior.
- Show passion and dedication to departmental and individual performance goals.
- Maintain professionalism in working relationships with team, customers, and others within the company.
- Make sure core job responsibilities and cases are looked after swiftly, and precisely with outstanding care to our customer.
- Ensure all areas of personal responsibility are handled promptly, accurately, with exceptional Customer Service.
Job Requirements
- High school diploma or equivalent required, validated experience in Customer Service environment, service, or business administration.
- Proficient in English and Spanish, Portuguese is a plus.
- Knowledge of ERP systems (QAD) and Office packages, such as Outlook, Excel, Word, and PowerPoint
- Confirmed ability to multi-task, work within tight schedules and remaining calm in unexpected situations, both independently and in a team-oriented environment. Strong communication with a collaborative style of working to reach common goals and objectives.
- Excellent verbal and written communication skills
- Flexible to accept and pick up other duties as assigned.
