Lead Customer Service Representative

Job Title: Lead Order Management Representative

Reports to: Team Leader, Customer Service

Career Band: 4

Based at the new Shared Service Center in Budapest, the Customer Service team are responsible for supporting our clients throughout the lifecycle including the administrative, quotation and order fulfilment phases. In addition to this, this role will support management to support in driving customer dedication, improving business performance and aligning to the overall business objectives to enable growth.

Key Responsibilities:

• Provide expertise, mentorship, act as a SPOC colleagues
• Perform Gemba walks on a regular basis proactively
• Take ownership & Follow-up meetings with the team
• Take the lead on new assignments and lean projects, as part of a team or on an individual basis – special focus on inquiries and hold management
• Manage raised enquiries to find resolution, without managerial support
• Deal with & take ownership of sophisticated customer requirements, efficiently and expertly as per SLA
• Act as deputy of TL when required and attend meetings
• Support TL with consolidated data, maintain daily customer service reports when required
• Support knowledge management by developing and reviewing training materials and chip in to new joiner training
• Enforce to SOP’s, SLA’s and departmental training guideline
• Support Commercial Organization and acts as a contact person for business collaborators
• Support internal and external audit processes
• Other duties as taught by business need
• Connect the team and TL

Skills:

• Experienced Microsoft Office and ERP user
• Strong written and verbal communication skills
• Must possess self-motivation, passion, a positive demeanor and perform as a standout colleague
• Display exacting attention to detail and accuracy in the workplace
• Demonstrate judgment, tact and diplomacy in dealing with customers
• Work on own initiative, work well with others and lead by example
• Lead and facilitate meetings, take ownership
• Participate in and/or lead interviews if required
• Ability to identify and solve problems and to multitask under deadlines
• Possess good organizational skills and can prioritize optimally
• Must be very approachable, calm, and methodical
• English + German

Experience:

• A minimum of 2-3 years’ customer service experience required, preferably in an SSC/multinational/office environment
• Experience with Oracle or SAP
• Requires a Bachelor’s Degree, preferably in Business Administration or Scientific field or the equivalent knowledge and experience

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.