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Customer Service Representative II

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Thermo Fisher Scientific

Yesterday

  • Job
    Full-time
    Junior & Mid Level
  • Customer Relations
  • Quezon City

AI generated summary

  • You need proficiency in Microsoft Office, strong communication skills, problem-solving ability, attention to detail, good organization, and relevant customer service experience, preferably in a call center.
  • You will handle customer inquiries, manage orders, assist sales, resolve complaints, and promote continuous improvement while collaborating across departments to meet customer needs.

Requirements

  • Proficient Microsoft Office user.
  • Strong written and verbal communication skills.
  • Needs to have the ability to identify and tackle problems and to multi-task under deadlines.
  • Needs to possess self-motivation, passion, a positive attitude, and perform as a teammate.
  • Display attention to detail and accuracy in the workplace.
  • Good organizational skills and is able to prioritize effectively.
  • Needs to demonstrate judgment, tact, and subtlety in taking care of internal and external customers.
  • Work on own initiative on daily routine tasks as well as solving system issues.
  • Proficiency in English is required.
  • Relevant customer service experience required, preferably in a call center/office environment.
  • Experience with Oracle or SAP preferred but not essential.
  • Requires a high school graduate or a Government Body award. A bachelor's degree is helpful but not crucial; candidates with meaningful experience and knowledge will also be considered.

Responsibilities

  • Handle inquiries via email and phone from customers and/or internal parties.
  • Perform order management activities: order entry, price checking, order clearing aligned with company policies, prepare important shipping documentation, etc.
  • Provide assistance to sales functions across EMEA and external customers in areas such as product/service order fulfillment processes, customer service requests such as end-to-end order status management, repair/calibration request, product changes or returns, accounts receivable collections, invoicing requirements.
  • Resolve problems by applying established policies, procedures, and tactics and using proactive communication across the internal network of multiple product lines.
  • Assess individual customer requirements and direct activities to appropriate departments.
  • Deal with customer complaints efficiently and authoritatively as per the service level agreement.
  • Cultivate an environment that promotes the company’s goals, encourages continuous improvement, and builds customer relationships.
  • Perform other related duties as required and/or assigned.

FAQs

What is the work schedule for the Customer Service Representative II position?

The work schedule is standard, Monday through Friday.

Where is the Customer Service Representative II position located?

The position is situated at the new Shared Service Center in the Philippines.

What kind of inquiries will I handle as a Customer Service Representative II?

You will handle inquiries via email and phone from customers and internal parties.

What specific activities are included in order management?

Order management activities include order entry, price checking, order clearing, and preparing important shipping documentation.

Are there any essential skills required for this position?

Yes, essential skills include proficiency in Microsoft Office, strong written and verbal communication skills, problem-solving abilities, attention to detail, and good organizational skills.

Is experience in customer service preferred for this role?

Yes, relevant customer service experience is required, preferably in a call center or office environment.

What educational qualifications are required for the Customer Service Representative II position?

A high school diploma or a Government Body award is required, and while a bachelor's degree may be helpful, candidates with meaningful experience will also be considered.

Do I need to have knowledge of Oracle or SAP for this position?

Experience with Oracle or SAP is preferred but not essential for this position.

How does the company support personal and career development for employees?

The company supports you in achieving your career goals and encourages continuous improvement and building customer relationships.

Will I need to deal with customer complaints?

Yes, you will be responsible for dealing with customer complaints efficiently and in accordance with the service level agreement.

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Thermo Fisher Scientific

The World Leader In Serving Science

Science & Healthcare
Industry
10,001+
Employees

Mission & Purpose

Thermo Fisher Scientific Inc. is the world leader in serving science, with annual revenue of approximately $40 billion. Our Mission is to enable our customers to make the world healthier, cleaner and safer. Whether our customers are accelerating life sciences research, solving complex analytical challenges, increasing productivity in their laboratories, improving patient health through diagnostics or the development and manufacture of life-changing therapies, we are here to support them. Our global team delivers an unrivaled combination of innovative technologies, purchasing convenience and pharmaceutical services through our industry-leading brands, including Thermo Scientific, Applied Biosystems, Invitrogen, Fisher Scientific, Unity Lab Services, Patheon and PPD.