Customer Service Specialist I

Position Summary:

Based at the new Shared Service Center inManila the Customer Service teamareresponsible for supporting our clients throughout the lifecycle includingadministration order management quotations master data.Customer Service Representativesprovide exceptional customer support promptly and accurately when responding to internal and external customer requests.

In addition tothe aboveLeadCustomer ServiceRepresentativesprovideactivesupporttomanagementwhentodrivecustomer loyalty maximizing businessperformanceand aligning to the overall businessobjectives.

Key Responsibilities:

• Be a role model and provide exceptional customer service experience to our external customers and internal stakeholders in the field of administration order management quotations masterdata.

• Drive the resolution ofcomplex customer requirements manage escalations processing and follow up all relevant requests within the divisions guidelines liaising with partner functions (sales and commercial distribution finance) to fulfill customers requests or resolve issues to ensuretimelyhandling of enquiries.

• Becomeexpertin Customer Relationship Management systems.

• Adhere to company policies operationalregulationsand departmental training guidelines.

• Deliver on promise on daily/weekly/monthly key performance indicator metrics.Proactively engage and driveefficiency and productivity initiatives.

• Take the lead as a single point of contactfor technical activitieson assignments/projects as required by business expectations.

• Drive and continuously improveprocessesanddemonstrateattention to operational details and leverage required computer systems tomaintainhigh levelof data accuracyand quality.Activelydrive and develop and review training materials and contribute to new joinertrainings.

• Developrelevant daily customer service reports.

• Assess individual customer requirements and ifdirect activities toappropriate partnerdepartments.

• Act as deputy of Team Leader whenandsupportthe management teamwithconsolidatedoperationaldataandservice reports.

Skills:

• Demonstrate high integrity and compliance.

• Display stringent attention to detail and accuracy.

• Be able to lead andfacilitatemeetings take ownershipforactions.

• Must be very approachable calm and methodical.

• Good problem-solving skills and ability to multitask under tight deadlines.

• Mustpossessself-motivation enthusiasm a positiveattitudeand perform as a team player.

• Strong written and verbal communication skills.

• Exceptionalorganizational skills and the ability to prioritize workload effectively.

• Mustdemonstratejudgmentdiplomacy in dealing with internal and external customers.

• Work onowninitiative on daily routine tasks as well as solving system issues.

• Ability to deal with ambiguity to act without having all details availablehave asense of ownership ofroles and responsibilitiesand ability to see the bigger picturedemonstratea can-do attitude and a proactive solution-focused mindset.

• Competent Microsoft Office user.

Experience:

• A minimum of 3-5 years customer service experience isin an SSC/multinational/office environment.

• Experience with ERP systems preferred.

Education:

• Requires a high school diploma or a Government Body award. ABachelors Degreeis preferred but not essential candidates with relevant experience and knowledge will also be considered.

Working Conditions:

• This position requires repetitive typing and regular use of a computerplus multiple displays.

• Most of the other physical demands are typicalwiththose associated with an office environment.

• We are proud to be an Affirmative Action / Equal Opportunity Employer committed to hiring a diverse and inclusive workforce.

ThermoFisher Scientific is an EEO/Affirmative Action Employer and does not discriminateon the basis ofrace color religion sex sexual orientation gender identity national origin protected veteran statusdisabilityor any other legally protected status.