Customer Service Ambassador

3 days ago

Scoresby, Victoria, Australia Thermo Fisher Scientific Full time
Delivering Unparalleled Service

We are seeking a highly skilled Customer Care Representative to join our team at Thermo Fisher Scientific. As a key member of our customer-facing team, you will be responsible for delivering exceptional service to our customers.

Key Responsibilities:
  • Unparalleled Service: Deliver and maintain unparalleled service, working with all departments to accelerate the customer experience.
  • Order Processing: Process orders accurately and help to drive customers towards our digital platform for additional speed to information.
  • Activity Recording: Record all activity within the Enterprise Resource Planning (ERP) and Customer Relationship Management (CRM) systems.
  • Return Authorisation: Prepare Return Authorisation and credits for processing and ensure that they are within company guidelines.
  • Proactive Communication: Proactive communication of key opportunities, sensitivities or issues internally including forwarding leads to sales for qualification.
  • Customer Communication: Communicate optimally with customers and employees partnering for phenomenal results.
  • Problem-Solving: Think on your feet and be prepared to use your initiative to find solutions.
  • Regulated Activities: Ensure compliance with processes around regulated activities.
  • Quality Systems: Follow the company's quality systems ISO 9001 and operating procedures.
  • Professional Demeanor: Maintain a professional and positive demeanor whilst being committed to the values of Integrity, Intensity, Innovation and Involvement.
  • Problem Identification: Involvement to identify and define problem areas for improvement.
  • OHS Policies: Follow OHS policies and procedures and ensure a safe and healthy workplace environment.
Requirements:
  • Prior Experience: Minimum of 1 year within a dedicated customer service role or customer-facing role.
  • Digital Literacy: Excellent digital literacy, the ability to learn new concepts and packages as the need arises.
  • Professionalism: Ability to remain professional and composed when presented with complicated circumstances.
  • Results Focus: Strong results focus and with attention to detail.
  • Interpersonal Skills: Excellent interpersonal skills - both written and verbal - with ability to build to naturally problem solve and achieve results.
  • Organisational Skills: Outstanding organisational skills and the ability to prioritise tasks optimally.
  • Teamwork: Be able to work effectively (and in good humour) in a fast-paced environment ensuring all tasks are performed to completion and on time.
  • Team Interaction: Experience working within a team interacting with both internal and external customers.
  • Microsoft Office: Intermediate level competence in Microsoft Office Suite applications, Excel, Work and Outlook. Experience with (CRM) will be advantageous.
  • Education: University degree (preferred Science or business) and or related experience would also be helpful.

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