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Core
Manage customer relationships and resolve issues for Thermo Fisher Scientific customers via telephone and correspondence, focusing on order management, complaints, and delivery claims.
Role type
Customer Service Analyst (B2B)
Builds
Customer service interactions and issue resolution workflows
Domain
Life Sciences / Chemicals (Thermo Fisher Scientific)
Deliverable
client delivery
Required skills
Order management, complaint handling, issue resolution, freight claims processing, Salesforce proficiency, SAP familiarity, multi-channel communication, SLA adherence
Preferred skills
B2B operations experience, German language fluency, process improvement analysis
Technologies
Salesforce, SAP
Responsibilities
Respond to customer enquiries and difficult complaints, assist with product and delivery issues including recalls and freight claims, liaise with internal teams (Sales, Supply Chain), monitor work queues, complete tasks within SLA targets, escalate issues when needed
Seniority
Junior to Mid-level, hands-on IC