Senior Customer Care Representative- AMS Work Order Processing

Job description

Work Schedule Standard (Mon-Fri) Environmental Conditions Office Job Description Job Title: Senior Customer Service Representative- AMS Work Order Processing Budapest, Hungary Full time: Internal Work Schedule Standard (Mon-Fri) Environmental Conditions Office Job Description Thermo Fisher Scientific Inc. is the world leader in serving science, with annual revenue exceeding $30 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 therapies or increasing productivity in their laboratories, we are here to support them. Our global team of more than 80,000 colleagues delivers an unrivalled combination of innovative technologies, purchasing convenience and pharmaceutical services through our industry-leading brands, including Thermo Scientific, Applied Biosystems, Invitrogen, Fisher Scientific, Unity Lab Services and Patheon. For more information, please visit www.thermofisher.com. Job Title: Senior Customer Service Representative – AMS Work Order Processing Location: Budapest/Hungary Employment Type: Full-time Working model: Hybrid POSITION OVERVIEW: The Customer Service Representative is part of a multi-cultural team and enjoys working in an international setting, whereby a wide range of administrative duties must be fulfilled. The Asset Management Services (AMS) Work Order Processing team provides internal support to Thermo Fisher partners and the field engineering team and delivers professional service and excellence in a fast-paced and diverse environment. MAJOR AREAS OF RESPONSIBILITY: Supporting the Service Delivery Management processes. Managing work order administration, creating and follow-up work orders in the system Dispatching service internally and to our 3rd Party service providers. Scheduling 3rd party services and maintain requirements and service dates. Monitoring service requests and work orders. DMR handling/ invoicing activities Maintaining database and ensuring quality of data. Acting as first point of contact to assist with technical queries, issues, and requests mainly via email (90%) and phone (10%). Manage the process till resolution. (no inbound calls, but outbound calls can occur in case of escalations.) Assessing the need for change and implement process improvement initiatives to increase efficiency. REQUIRED EDUCATION/EXPERIENCE: 1-2 years’ experience preferably in customer service or in data processing (or equivalent) environment. Highly motivated fresh graduates also welcomed. Fluency of English Language in both written and verbal form. German/ French language knowledge is a big advantage Bachelor’s / Masters degree is preferred Display attention to detail and accuracy Demonstrate correct judgement, tact and diplomacy while dealing with internal and external customers. Proven Microsoft Office user (Outlook, Excel). Experience with SAP or other ERP system is highly preferred, but not essential. Must have the ability to prioritize and solve problems and to multi-task under deadlines. Take responsibility and act as an owner. Customer oriented approach Excellent interpersonal skills are needed. Team player attitude 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.