German Speaking Senior Customer Service Representative

Job Description

Location: Budapest/Hungary

When you’re part of the team at Thermo Fisher Scientific, you’ll do important work, like helping customers in finding cures for cancer, protecting the environment or making sure our food is safe. Your work will have real-world impact, and you’ll be supported in achieving your career goals!

How will you make an impact?

You will be a part of a diverse team that speaks over 12 languages and build a friendly and upbeat working environment. This position is a phenomenal fit for people who enjoy working in an international setting, whereby a wide range of administrative tasks are fulfilled. Based at our Shared Service Center in Budapest, your team provides internal support to Thermo Fisher partners and the field engineering team and delivers professional service and excellence in a high-volume diverse front- and back-office environment.

What do we offer?

• A company culture where we respect our diverse and unified teams, where we are proud of our achievements and where fun and the demeanor of giving back to our environment are highly valued.
• Learning opportunities like (inhouse trainings/language courses) or other development opportunities to flourish your career or thrive your personality.
• If you join, you could include yourself into our supportive and caring social communities and networks.
• Competitive wage and benefits package including cafeteria, medical insurance, pension, hybrid working model.

What will you do?

• Support customers with Services Central onboarding enquiries in a Tier 1 / 2 capacity:
• Utilize tools such as the Data Lookup Tool (Power BI dashboards), the EDMT tool, Fresh Desk, C4S and SAP
• Support generating training material for Tier 2 references.
• Proactively monitor and respond to customer onboarding failures.
• Use EDMT to look ahead at FSE upcoming visits and pro-actively ensure domain matches for a successful onboarding.
• Communicate with Tier 1 Support to ensure customers are receiving timely responses to issues with accurate estimated timeframes for their issues getting resolved.
• Support Product Management and R&D in providing input and supporting data to help inform/define requirements for future enhancements to onboarding solutions.
• Practice PPI; identify areas for process improvement and collaborate with team to prioritize and implement as possible.
• Monitor for Tier 2 escalations – target time to respond to Tier 1 with update/info in 24 hours; target time to resolve issue:
• If can be resolved at Tier 2 level – resolve within 48 hours.
• If needs Tier 3 support to resolve – resolve ASAP on case-by-case basis (discuss)
• Consolidate common customer issues for Tier 3 teams so that resolution paths are simplified.
• Work closely with the IES Customer Care Dispatch Teams and upon request can be involved in general customer care activities;

• Acting as First Point of Contact for our customers, dealing with queries mainly via email (85%) and phone (15%) regarding Business to Business (B2B)
• Create tickets, quotes and processing PO
• Connecting with internal teams and occasionally external partners
• Maintain customer databases
• Create and maintain equipment records in SAP

How will you get here?

• Required
  • GERMAN C1 level (written and spoken) and proficiency in English is a requirement
  • 2+ years of relevant customer service experience preferably in a technical environment
  • Demonstrates deep understanding of Client Service environment and handling internal and external customers in matrix organization environment.
  • Proficiency of the English language
  • Process improvement mentality with good problem-solving skills.
  • Excellent attention to detail
  • Excellent communication skills, responsiveness, and active listening skills
  • Mission-driven
  • Experience working with customers / customer support.
  • Self-Motivated and able to work in a team environment
  • Excellent interpersonal, communication and organizational skills.
  • Demonstrated commitment to our fundamental principles of Integrity, Respect and Excellence
  • Critical Thinking Skills
  • Reasonable IT competencies using standard Microsoft tools.
• Nice to have
  • Experience working with SAP, Freshdesk and/or other issue ticketing systems.
  • Familiar with Power BI & Data Analytics.

At Thermo Fisher Scientific, each one of our 100,000 extraordinary minds has a unique story to tell. Join us and contribute to our singular mission—enabling our customers to make the world healthier, cleaner and safer.
Please also join to our Talent community and get more information about the great opportunities in the future.

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