See more Collapse

Senior Customer Service Representative

1 month ago

Scoresby, Australia Thermo Fisher Scientific Full time

Job Description

At Thermo Fisher Scientific, each one of our 125,000 extraordinary minds has a unique story to tell. Join us and contribute to our singular mission—enabling our customers to make the world healthier, cleaner and safer.

When you’re part of the team at Thermo Fisher Scientific, you’ll do important work. Surrounded by collaborative colleagues, you’ll have the support and opportunities that only a global leader can give you. Our respected, growing organization has an exceptional strategy for the near term and beyond. Take your place on our strong team, and help us make significant contributions to the world.

Position Summary:

Your role as Senior Service Operation Specialist supports the delivery of outstanding instrument service and support to our customers  You will be the key point of contact for customers requiring repair of an instrument for a defined business unit (Analytical Instruments, Laboratory Equipment, Environmental & Industrials Processes or Life Science/Genetic Sciences/Clinical).  You will liaise with the Field Service Engineers to ensure timely scheduling, completion of jobs and billing, owning the process from beginning to completion.  You will ensure service jobs are effectively and efficiently handled by meeting all key metrics critical in delivering a great customer experience.   

The environment is dynamic, fast moving and supportive, with a culture of process improvement, teamwork and success.

Key Responsibilities: 

  • Act as the primary interface between the customer and the Service team. Responsible for answering customer enquiries via telephone & Salesforce.  Achieving the metrics on average speed of response and first call resolution.
  • Dispatch Service Orders to engineers, scheduling and confirming bookings.
  • Liaise between customer and engineer keeping both informed of any changes to job bookings.
  • Ensure service levels for customers are achieved, proactively escalating when there is a risk of non compliance.
  • Daily invoicing to ensure job closure and revenue raising.
  • Investigating and completing credits for disputed invoices.
  • Completes general administrative tasks to support the service team.
  • Meets and exceeds quality and performance metrics as outlined.
  • Adheres to schedule, including regular, reliable and punctual attendance at work.

What will you bring?

Qualifications & Experience

  • 2+ years of Customer Service or Call Centre experience preferred
  • Bachelor’s degree, science, engineering, technical field or business management preferred
  • Proficiency with Microsoft products, CRM (ideally SFDC) and ERPs
  • Ability to work within a team environment with minimal supervision
  • Demonstrate judgment, tact and diplomacy in dealing with internal and external customers.
  • Need to have the ability to prioritize and solve problems and to multi-task under time pressure.
  • Take responsibility and act as an owner.
  • Customer Focused attitude and Excellent interpersonal skills are needed

Skills & Attributes

  • Customer Focused – Builds strong customer relationships and delivers customer centric solutions
  • Communicates effectively – Develops and delivers multi-mode communication that conveys a clear understanding to the desired audience
  • Situational adaptability – Adapting approach and demeanour in real time to match the shifting demands of different situations
  • Action Orientated – Taking on new opportunities and touch challenges with a sense of urgency, high energy and enthusiasm
  • Resourcefulness – Securing and deploying resources effectively and efficiently  
  • Balances stakeholders – Anticipates and balancing the needs of multiple stakeholders
  • Collaborates – Building partnerships and working collaboratively with others to meet shared objectives

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.

We have other current jobs related to this field that you can find below

  • Customer Service Representative

    2 weeks ago

    Scoresby, Australia Veritas Recruitment Pty Ltd Full time

    **Work Type**: - Temporary - Full Time**Work Mode**: - On-site**Industry**: - Call Centre & Customer Service**Location**: - Scoresby - Victoria**Salary**: Supportive Friendly Team | Position Available for an Immediate Start! **Reference**: - BH-26597Are you ready to join a worldwide marketer and distributor of consumer products in Scoresby? We're...

  • Senior Customer Care Representative

    3 weeks ago

    Scoresby, Australia Thermo Fisher Scientific Full time

    Job DescriptionAbout usThermo Fisher Scientific Inc. is the world leader in serving science, with annual revenue exceeding $44 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, improving patient diagnostics...

  • Senior Customer Care Representative

    1 month ago

    Scoresby, Australia Thermo Fisher Scientific Full time

    Job DescriptionAbout usThermo Fisher Scientific Inc. is the world leader in serving science, with annual revenue exceeding $44 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, improving patient diagnostics...

  • Senior Customer Care Representative

    1 week ago

    Scoresby, Victoria, Australia Thermo Fisher Scientific Full time

    Job DescriptionAbout usThermo Fisher Scientific Inc. is the world leader in serving science, with annual revenue exceeding $44 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, improving patient diagnostics and...

  • Senior Customer Care Representative

    1 week ago

    Scoresby, Victoria, Australia Thermo Fisher Scientific Full time

    At Thermo Fisher Scientific, you'll discover meaningful work that positively impacts a global scale. Join our colleagues in bringing our mission to life daily 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...

  • Customer Service Representative

    3 weeks ago

    Scoresby, Australia Veritas Recruitment Pty Ltd Full time

    **Work Type**: - Temporary - Full Time**Work Mode**: **Industry**: **Location**: - Scoresby - Victoria**Salary**: $33.00 - $34.00 Hourly **Reference**: - BH-25975Working for a worldwide marketer and distributor of consumer products, we are seeking a Customer Service Representative to join this high-performing team for a 6-month period. Located in...

  • Customer Service Representative

    1 week ago

    Scoresby, Australia Veritas Recruitment Pty Ltd Full time

    **Work Type**: - Temporary - Full Time**Work Mode**: - On-site**Industry**: - Call Centre & Customer Service**Location**: - Scoresby - Victoria**Salary**: $33.00 - $35.00 Per Hour **Reference**: - BH-26761Working for a worldwide marketer and distributor of consumer products, we are seeking an experienced Customer Service Representative to join a...

  • Customer Service Representative

    1 week ago

    Scoresby, Victoria, Australia Veritas Recruitment Full time

    Working for a worldwide marketer and distributor of consumer products, we are seeking a Customer Service Representative to join this high-performing team for a 6-month period.Located in Scoresby, this key role will require you to create an extraordinary customer experience and deliver incredible customer satisfaction. In addition, your versatility will...

  • Customer Service Representative

    1 week ago

    Scoresby, Victoria, Australia Veritas Recruitment Pty Ltd Full time

    Work Type: Temporary Full TimeWork Mode: OnsiteIndustry: Call Centre & Customer ServiceLocation: Scoresby VictoriaSalary:$ $35.00 Per HourReference: BH26761Working for a worldwide marketer and distributor of consumer products, we are seeking an experienced Customer Service Representative to join a highperforming team for a 6month period.Located in Scoresby,...

  • Customer Service Representative

    7 days ago

    Scoresby, Victoria, Australia Veritas Recruitment Pty Ltd Full time

    Work Type: Temporary Full TimeWork Mode:Industry:Location: Scoresby VictoriaSalary:$ $34.00 HourlyReference: BH25975Working for a worldwide marketer and distributor of consumer products, we are seeking a Customer Service Representative to join this highperforming team for a 6month period.Located in Scoresby, this key role will require you to create an...

  • Customer Service Representative

    1 week ago

    Scoresby, Victoria, Australia Toyota Finance Australia Full time

    Entry into the Finance industry Work for a leading, innovative and wellrespected global brand Fantastic staff benefits and career development opportunitiesAre you looking for a fresh start in 2023? Our Customer Service team is hiring, and we are looking for new team members to commence in our February 2023 intake.About UsToyota Finance Australia (TFA) is the...

  • Trade and Customer Service

    3 weeks ago

    Scoresby, Australia Trumark Group Full time

    **Customer Service Representative** We are looking for a highly motivated, spirited and organised customer service representative who is extremely passionate about providing customer service excellence. **The Company** Market leaders in the design and construction industry, Trumark are suppliers of a comprehensive range of building materials and...

  • Customer Service Officer

    2 weeks ago

    Scoresby, Australia Veritas Recruitment Pty Ltd Full time

    **Work Type**: - Temporary - Full Time**Work Mode**: - On-site**Industry**: - Call Centre & Customer Service**Location**: - Scoresby - Victoria**Salary**: $32.00 - $34.00 Hourly **Reference**: - BH-26046An exciting opportunity exists for an experienced customer service representative to join this highly regarded, innovative brand in a temporary...

  • Customer Service Representative

    3 weeks ago

    Scoresby, Australia Toyota Finance Australia Full time

    Entry into the Finance industry - Work for a leading, innovative and well-respected global brand - Fantastic staff benefits and career development opportunities Are you looking for a fresh start in 2023? Our Customer Service team is hiring, and we are looking for new team members to commence in our February 2023 intake. **About Us** Toyota Finance...

  • Customer Service Representative

    3 weeks ago

    Scoresby, Australia Toyota Finance Australia Full time

    Entry into the Finance industry - Work for a leading, innovative and well-respected global brand - Fantastic staff benefits and career development opportunities Are you looking for a fresh start in 2023? Our Customer Service team is hiring, and we are looking for new team members to commence in our February 2023 intake. **About Us** Toyota Finance...

  • Senior Customer Care Representative

    1 week ago

    Scoresby, Victoria, Australia Thermo Fisher Scientific Full time

    : As a , you will provide the highest level of professional, efficient customer service for our critical customers. This includes focusing on 'first-time resolution', which means resolving customer issues or inquiries during their initial contact with us without the need for further follow-up. You will need to demonstrate this level of service while...

  • Senior Customer Care Representative

    1 month ago

    Scoresby, Australia Thermo Fisher Scientific Full time

    : As a , you will provide the highest level of professional, efficient customer service for our critical customers. This includes focusing on 'first-time resolution', which means resolving customer issues or inquiries during their initial contact with us without the need for further follow-up. You will need to demonstrate this level of service while...

  • Senior Customer Care Representative

    3 weeks ago

    Scoresby, Australia Thermo Fisher Scientific Full time

    : As a , you will provide the highest level of professional, efficient customer service for our critical customers. This includes focusing on 'first-time resolution', which means resolving customer issues or inquiries during their initial contact with us without the need for further follow-up. You will need to demonstrate this level of service while...

  • Customer Service Representative Ii

    6 days ago

    Scoresby, Australia Thermo Fisher Scientific Full time

    **Work Schedule** Standard (Mon-Fri) **Environmental Conditions** Office **About us**: **Position Summary**: 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...

  • Customer Service Representative Ii

    6 days ago

    Scoresby, Australia Thermo Fisher Scientific Full time

    About usIn 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...