Customer Service Representative - AMS Order Processing

Customer Service Representative – AMS Work Order Processing

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.

Location:

Budapest/Hungary

Employment Type:

Full-time

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 are also welcomed.
• Fluency of the English Language knowledge in both written and verbal form.
• German/ French language as advantage
• Bachelor's degree is preferred
• Display attention to detail and accuracy in the workplace.
• Demonstrate correct judgement, tact and diplomacy in dealing with internal and external customers.
• Proven Microsoft Office user (Outlook, Excel).
• Experience with SAP or other ERP system is 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.