Work Schedule

Standard (Mon-Fri)

Environmental Conditions

Office

Customer Service Representative Portugal

Direct Report To: Customer Service Supervisor Spain & Portugal

Group/Division: CCG – RSD Europe

Position Location: Spain, Madrid

Career Track: Associate

Career Band: 2

Number Of Direct Reports: 0

About us:

Thermo Fisher Scientific Inc. is the world leader in serving science, with annual revenue exceeding $40 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 efficiency in their laboratories, we are here to support them. Our team of more than 100,000 colleagues delivers an unrivaled 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, Patheon and PPD. For more information, please visit www.thermofisher.com.

Division Specific Information:

The Research and Safety Market Division (RSD) is a division of Thermo Fisher Scientific, branded as Fisher Scientific, which markets and sells a vast portfolio of laboratory products and services. RSD’s portfolio represents the product lines of thousands of supplier/manufacturers in the laboratory space, both internal and external to Thermo Fisher and includes Pharmaceutical, Biotech, Academic, Industrial and Government institutions that maintain scientific laboratories and engage in scientific research activities.

How will you make an impact?

The Customer Service Representative Portugal is the first point of contact for our customers. You handle and respond to our customers’ requests that are received through a variety of channels, including phone, e-mail and web. Duties will include but are not limited to supporting our Key Account customers, returns and complaint management and general resolution of customer enquiries both verbal and written.

What will you do?:

• Guide customers and collaborate effectively with cross-functional teams for any special requests.
• Guarantee a high quality and consistent customer experience for all our customers by earning their trust every day and facilitating our daily transactions.
• Strive to exceed set SLA’s and Individual/Department/Company priorities
• Collaborate and be a supporter of continuous improvement, so that our European processes are aligned, efficient and scalable.
• Be part of a committed, reliable and responsible team that strives to get it right the first time.
• Take ownership for customer follow-up and communication. Own customer issues and work with a wide range of partners to tackle them.
• Empowered to resolve complex or difficult customer queries seeking support and clarification where appropriate. Look for opportunities to prevent problems, not just react to them.
  
  

Requirements / Qualifications:

• Experience working in a multi-channel customer service environment
• Fluent Portuguese skills and very good Spanish skills, both orally and in writing, as well as the ability to successfully communicate English
• Excellent problem-solving skills
• Track record of being able to multi-task and work in a flexible work environment
• You are comfortable with Microsoft Office and/or have previously worked with an ERP or CRM
• ability to work independently and as part of a team
• excellent communication (written and verbal) and interpersonal skills
• strong customer focus
• good listening skills and are flexible
• You enjoy working in an ever-changing environment