Customer Service Specialist I

Work Schedule

Standard (Mon-Fri)

Environmental Conditions

Office

Position Summary :

This is a Customer Service Specialist I, where you will report to the Customer Service Supervisor. You will take responsibility for managing more complex customer interactions and ensuring high-quality service. This position requires you to have a strong understanding of customer needs, excellent problem-solving abilities, and the ability to manage multiple tasks effectively in a fast-paced environment. You will play a key role in ensuring the customer's experience meets or exceeds expectations.

Scope of Responsibilities :

• Act as a senior point of contact for customers and channel partners, handling inquiries via phone, email, and other communication methods.
• Manage complex order fulfillment processes and proactively communicate any changes or delays to customers.
• Address inquiries related to quotations, orders, product availability, pricing, delivery, billing, returns, complaints, and other documentation (e.g., proof of delivery).
• Collaborate with internal teams such as Sales, Supply Chain, and Finance to ensure customer expectations are met and processes are followed.
• Drive the Order to Cash process, including order creation, purchase order processing, shipping document preparation, and coordination with logistics and distribution teams.
• Ensure compliance with SLAs and KPIs, contributing to the overall success of the department.
• Lead process improvement initiatives and ensure adherence to corporate guidelines and policies.
• Handle cross-border interactions, working with global stakeholders in different time zones and cultures.
• Perform other tasks and projects as needed.

Customer Service Competency Model :

Dependability :

Interpersonal Skills :

Job Knowledge :

Teamwork / Cooperation :

Problem Solving / Decision Making :

Personal Development :

Customer Allegiance :

Thermo Fisher Scientific Values :

Skills Required

Analytical Skills, Order Fulfillment, Problem-solving, Communication, Computer Skills