Sr. Customer Service Representative Monza

Sr. Customer Service Representative
Monza
Lombardia, Monza

Our Mission**:

As part of the Thermo Fisher Scientific team, you'll 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.

**Position Objective

- As a Dispatch/Scheduler/Customer Care Agent you will handle processing Customer requests according to the divisional guidelines.

You will deal with Customer needs coming on ULS. IT. Scheduling department through mail, phone and fax.

- Part of your responsibility will be identifying the right resource/Field Service Engineer representative based on Customer request type.

**Functions

- Deal with Customer needs

- Handle incoming phone calls, mails, faxes related to scheduling of FSE's calendar

- Translate the incoming request into a C4s Ticket

- Dispatch the tickets to the appropriate FSE representative through systems

- Schedule Planned tickets and Reschedule Corrective tickets in order to arrange the Calendar of FSEs

- Work well with Service Managers and other internal functions in order to facilitate customer communications and needs

- Update and maintain database info

- Raise any customer issues in a timely matter

- To be aligned with our SOP and procedures for quality management

- Management of Specific Customer's requests

**Knowledge, Skills, Abilities

- Excellent social skills

- Good written and oral communication skills are needed, proficient English language required

- Experience with SAP System and C4s System

- Preferably experience in a customer quote/order administrator/support role

- Process customer needs according to instructions and internal guidelines/SOPs

- Deal with new account set up and changes

- Excellent administration, organizational competence and the ability to plan and time handle various tasks

- Be able to work effectively both on an individual level and within a team environment

- A high level of accuracy is critical

**Minimum Basic Requisites**:

- Track record of being able to multi-task and work in a flexible work environment

- You are required to be smartly presented at all times and have a professional approach when dealing with customers and key collaborators

- Demonstrate ability to efficiently communicate in Italian and English, both orally and in writing

- Possess excellent problem-solving skills

**Experience

- ** 1+ years of customer service 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.