Customer Care Representative

1 week ago

Scoresby, Victoria, Australia Thermo Fisher Scientific Full time

About us


In this role you will report to the Customer Care Team Leader and your main responsibility will be to provide outstanding support to our customers and clients, primarily through placing and reviewing orders, and responding efficiently and effectively to their enquiries.

You will need to demonstrate a high level of courteous and efficient service while contributing to business development and growth in sales.

The role is based in Scoresby, Melbourne and offers a hybrid working environment.

Key Responsibilities:

  • Deliver and maintain unparalleled service, working with all departments to accelerate the customer experience.
  • Process orders accurately and help to drive 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.
  • Prepare Return Authorisation and credits for processing and ensure that they are within company guidelines.
  • Proactive communication of key opportunities, sensitivities or issues internally including forwarding leads to sales for qualification
  • Communicate optimally with customers and employees partnering for phenomenal results.
  • Think on your feet and be prepared to use your initiative to find solutions.
  • Ensure compliance with processes around regulated activities.
  • Follow the company's quality systems ISO 9001 and operating procedures.
  • Maintain a professional and positive demeanor whilst being committed to the values of Integrity, Intensity, Innovation and Involvement
  • Involvement to identify and define problem areas for improvement.
  • Follow OHS policies and procedures and ensure a safe and healthy workplace environment.

Skills and Experience:

  • Minimum of 1 year within a dedicated customer service role or customer facing role
  • Excellent digital literacy, the ability to learn new concepts and packages as the need arises.
  • Ability to remain professional and composed when presented with complicated circumstances.
  • Strong results focus and with attention to detail.
  • Excellent interpersonal skills both written and verbal with ability to build to naturally problem solve and achieve results.
  • Outstanding organisational skills and the ability to prioritise tasks optimally.
  • Be able to work effectively (and in good humor) in a fastpaced environment ensuring all tasks are performed to completion and on time.
  • Experience working within a team interacting with both internal and external customers
  • University degree (preferred Science or business) and or related experience would also be helpful.

Additional Information:

  • Some public holiday and out of hours work may be required. Possibility for on call work supporting this critical industry.


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.

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