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Senior Customer Support Specialist
3 months ago
Overview:
We are seeking a dedicated and experienced Senior Customer Support Specialist to join our team at Thermo Fisher Scientific. This role is crucial in ensuring that our customers receive exceptional service and support throughout their experience with us.
Key Responsibilities:
- Address and manage all customer inquiries related to issues, orders, and general questions regarding order fulfillment, utilizing various communication channels such as phone and email.
- Ensure precise and timely order entry to maintain operational efficiency.
- Take ownership of customer concerns, resolving complex queries by collaborating with multiple departments including Operations, Technical Support, Logistics, Purchasing, and Sales & Marketing.
- Deliver account management services to guarantee customer satisfaction and meet business objectives.
- Aim to surpass established service levels and departmental targets.
- Process all inquiries in accordance with company protocols.
- Communicate proactively with customers regarding product availability, supply chain challenges, and other relevant issues.
- Adjust product allocations based on inventory levels to fulfill scheduling agreements as necessary.
- Continuously seek improvements in processes and service delivery, adhering to company methodologies.
- Engage with team members to enhance communication, accountability, and overall team performance.
- Contribute to the departmental training initiatives, focusing on personal development and improvement.
- Effectively organize and prioritize daily tasks to prevent backlogs.
- Assist the Tender Team as needed, with a capability to manage basic tenders or public documentation being advantageous.
- Perform additional related duties as assigned by management.
Qualifications:
- Bachelor's degree or high school diploma.
- Proficient in SAP and Microsoft Office Suite, including Outlook, Excel, and Word.
- Exceptional verbal and written communication skills.
- Fluency in English, both written and spoken.
