Senior Customer Service Representative

This job is with Thermo Fisher Scientific, an inclusive employer and a member of myGwork – the largest global platform for the LGBTQ business community. Please do not contact the recruiter directly.

Work Schedule

Standard (Mon-Fri)

Environmental Conditions

Office

Job Description

About us:

As part of the Thermo Fisher Scientific team, you’ll 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. We provide our global teams with the resources needed to achieve individual career goals while helping to take science a step beyond by developing solutions for some of the world’s toughest challenges, like protecting the environment, making sure our food is safe or helping find cures for cancer.

Location/Division Specific Information

The role is based on the North Shore in Auckland, NZ within an industrial area. Close to Western & Northern Motorways with free Car Parking on site and with access to good bus station services. Hybrid work options are available with this role.

About The Role

The role of a Senior Customer Service Representative is to provide the highest level of courteous and efficient customer service for our critical customers, with a focus on first time resolution. Through effective customer management, we will drive business development and revenue generation. To be successful in this role you'll need to contribute to business strategy and growth in sales, maintain and supervise failed orders, specialty orders, permits and work with procurement for supply and batch reservations to ensure fast and accurate service including proactively alerting customers if we are unable to meet their required date for delivery. You will also be instrumental in converting customers to our web shop and self-serve model.

What You'll Do

Key Responsibilities:

• Deliver and maintain unparalleled service, working with all departments to accelerate the customer experience.
• Process orders accurately in higher volumes and prioritise driving customers towards our digital platform for additional speed to information.
• Record all activity within the Enterprise Resource Planning (ERP) and Customer Relationship Management (CRM) systems.
• Mentor and train others ensuring that they are working within company guidelines and adhering to policies.
• Proactively alert our customers if we are unable to meet their required date for delivery including alerting our procurement team when expediting is required and partnering with sales for potential alternatives if required.
• Communicate optimally with customers and colleagues, partnering to bring about phenomenal results.
• Think on your feet and trouble shoot issues autonomously.
• Ensure compliance with processes around regulated activities, owning the permit process.
• Follow the company’s quality systems ISO 9000 and operating procedures.
• Maintain a professional and positive demeanour whilst being committed to the values of Integrity, Intensity, Innovation and Involvement.
• Identify and define problem areas for improvement and participate in projects identified as an outcome.
  
  

Keys To Success

Education:

• University degree (preferred Science or business) and / or related proven experience an advantage.
  
  

Skills And Experience

• Minimum of 2 years in a customer service role. Preferably from within a Lab, Health, Environmental, Science, Medical, or Nursing environment. Preferably from a product-based customer service role - ideally you'll have an interest in what we do!
• Excellent digital literacy, with the ability to learn new concepts and packages.
• Ability to remain professional and composed when presented with complicated circumstances
• Strong results focus and attention to detail
• Excellent interpersonal skills with the ability to build to achieve results
• Outstanding organisational skills, understanding the value of priotising and optimising tasks.
• Be able to work effectively (and in good humor!) in a fast paced environment ensuring all tasks are performed to completion and on time
• A standout colleague who interacts well with all internal customers with experience in training and mentoring others
• Intermediate level competence in Microsoft Office Suite applications, Excel, Work and Outlook. Experience with Salesforce.com (CRM) or an equivalent CRM tool preferred.
• You'll work with a diverse industry external customer base including Transportation Companies, and you'll collaborate with internal team members from with our Customer Service, Sales & Marketing; Finance, Logistics & Supply Chain; eCommerce and IT; Quality, legal and compliance functions
  
  

Benefits

Join our team and take advantage of these great benefits! Apply now to learn more about the full range of benefits we offer.

• Health & Wellbeing: Join a company that prioritizes your health & wellbeing with comprehensive benefits, wellness programs, and an Employee Assistance Program providing confidential support for personal and work-related issues.
• Flexibility: Balance your work and personal life with flexible arrangements.
• Extra Leave: Benefit from generous leave policies, including the option to purchase additional leave, paid birthday leave, and company paid parental leave.
• Charitable Giving & Volunteering: Make an impact with paid volunteer time to support non-profit organizations that matter to you.
• Learning & Development: Advance your career with access to online courses via Thermo Fisher Scientific University Plus and LinkedIn learning, workshops, and mentorship programs for continuous learning and skill development.
  
  

Our Mission is to enable our customers to make the world healthier, cleaner and safer. Watch as our colleagues explain 5 reasons to work with us. As one team of 100,000 colleagues, we share a common set of values - Integrity, Intensity, Innovation and Involvement - working together to accelerate research, solve complex scientific challenges, drive technological innovation and support patients in need. #StartYourStory at Thermo Fisher Scientific, where diverse experiences, backgrounds and perspectives are valued.

Apply today! http://jobs.thermofisher.com

Thermo Fisher Scientific is an EEO/Affirmative Action Employer and does not discriminate on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, disability or any other legally protected status.