Job Description

　　As part of the Thermo Fisher Scientific team, you will discover meaningful work that makes a positive impact on a global scale. Join our colleagues in bringing our Mission to life every single day 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 beyond by developing solutions for some of the world's toughest challenges, like protecting the environment, making sure our food is safe or helping find cures for cancer.

　　Customer Service Representative II German Speeker

　　The Customer Service Representative II works in a multi-cultural team and enjoys working in an international setting (EMEA region) and has a coordinating operational role in relation to various processes concerning supporting our external customer and internal teams.

　　Key areas of responsibilities/How do you make an impact:

　　Administratively supporting EMEA Field Service Managers, Supervisors & Engineers, together with our finance and logistics teams. You are carrying out operational activities in QAD (ERP system) along with processing part order requests, quoting for non-contractual related activities and parts, invoicing. With a key focus on customer satisfaction and maintaining departmental goals.

　　The candidate will be required to operate at 80% proficiency and skilled/trained across all markets and businesses.

　　Operational Tasks/A Day in the life:

　　Provide effective support to the Sales teams, Service teams, Business partners and other customers in the EMEA region!

　　Receive telephone calls and e-mails from customers, Field Service teams, internal stakeholders, and respond to all queries in a timely and professional manner.Process issues reported by customers or engineers in the call handling system and take the any follow-up actions.Interact with field service engineers, supervisors, and managers along with service logistics team about open calls and part service order requests and deliveries.Prepare and send quotes to customers for service requests and part orders not covered by a service contract while.Accurately process high volumes of part orders and service requests, with regular follow up with customers, engineers to ensure the customer's needs are met successfully and promptly.Timely manage the preparation for invoicing; ensures accurate cost and revenue account are associated with parts, labor, and expenses on each call.Acts as customer liaison with Accounts Receivable to determine billing issues and find resolution.Follows processes regarding customer returns and replacement parts, deliveries, changes, pricing, and return credit problems.

　　Knowledge/skills/abilities (Key to success):

　　Possess a solid understanding of customer service environment, ability to move between tasks, identify customer or revenue risk and is be able to communicate these exposures effectively and efficiently to company decision makers, when necessary.Good judgment in balancing business and commercial needs and potential risks/exposures with customer requests.Detail oriented with a high degree of integrity, intensity, innovation, and involvement.Show passion and dedication to meeting performance goals.Maintains professionalism in working relationships with team, customers, and others within the company.Ensure all areas of personal responsibility are handled promptly, accurately, and with outstanding customer service.

　　Job Requirements

　　High school diploma or equivalent required, validated experience in customer service environment, service, or business administration.Proficient in English and GermanGood knowledge of QAD, CORA and Office packages, such as Outlook, Excel, Word, and PowerPointDemonstrated ability to multi-task, work within tight schedules and under pressure, both independently and as part of a team. Strong interpersonal skills with a collaborative / integrative style of working to reach common goals and objectives.Ensure all areas of personal responsibility are handled promptly, accurately, and with outstanding support.Excellent verbal and written communication skillsFlexible to accept and pick up other duties as assigned.

　　What do we offer!

　　Based on full time contact:

　　Competitive benefit package13th month salary and holiday allowanceMax. 6% annual bonus40 days holiday per yearFlex MyBenefits package (e.g Bike plan, Tax Benefit on Gym membership)Flexibility to work 1 day from home.Be part of a dynamic international team.4Fun committee with quarterly team activity.