Customer Service Specialist – Order Management with Portuguese
Thermo Fisher Scientific
Madrid, Spain
hace 5 días

When you’re part of Thermo Fisher Scientific, you’ll do challenging work, and be part of a team that values performance, quality and innovation.

As part of a successful, growing global organization you will be encouraged to perform at your best. With revenues of more than $24 billion and the largest investment in R&D in the industry, we give our people the resources and opportunities to make significant contributions to the world.

  • Location : *area of Vallecas (Madrid)*Position Summary : *Day-to-day delivery of a dedicated area, duties could include but are not limited to, order entry / processing, quotation preparation, complaint management and general resolution of customer enquiries both verbal and written.
  • Act as first point of contact for all external / internal customer service queries and are key to ensuring customers view Fisher as the company to partner with.*Responsibilities : *

  • Handles and responds to all types of customer service issues, orders and general enquiries through a variety of channels including phone, e-mail, fax and web* Participate in the departmental training plan and commit to a focus on continuous personal improvement* Takes responsibility for customer follow-up and communication* Owns customer issues and works with a wide range of stakeholders to solve them* Providing a high and efficient level of customer service* Strives to exceed set SLA’s and Individual / Department / Company KPI’s* Empowered to resolve complex or difficult customer queries seeking support and clarification where appropriate and to make decisions on behalf of the customer* Is a customer advocate, passionately supporting their needs and ensuring their views and concerns are captured, resolved and escalated* Strives to continuously improve the processes they work with as well as how they deliver service to the customers, using defined company methodology* Effectively plans and prioritises workload on a daily basis to avoid backlogs, ensuring their Supervisor is made aware if any challenges arise* Encourages and promotes good attitudes within the department and the organization* Maintains a professional manner when problems / conflicts arise seeks to find solutions, not to blame and takes ownership for making positive change* Exhibits appropriate behavior and language at all times on job or at company events* Openly provides and receives constructive feedback uses this positively to improve and expects the same from their Supervisors / Manager* Ability to work as part of a team to solve problems* Effectively perform your duties whilst acting at all times in accordance with the Dignity at Work Policy, Code of Business Conduct and Ethics and our values of Integrity, Intensity, Innovation and Involvement* Works proactively in the one team’ framework ensuring that cover and support is provided whenever necessary* All written communication to be well presented, professional clear and concise* Displays active listening skills to internal and external customers* Handles each customer contact enthusiastically and treats each one with a positive and professional manner.
  • Seeks to improve through focused training and feedback* Communicate effectively with customers, sales force and colleagues all relevant information and issues, e.

    g. key customer issues, quotation outcomes, customer information and demonstration requests* Seeks appropriate data / information before making any decisions* Is proactive in presenting solutions, not just problems to others* Exercises good judgment that benefits the business / customer when reaching conclusions* Constantly looks for opportunities to prevent problems, not just react to them*Minimum Requirements : Track record of being able to multi-task and work in a flexible work environment* General business acumen* Understanding of a supply chain environment and how to work collaboratively with the Supply Chain team in CS* Experience with Genesys would be a plus*Non-negotiable requirements : Minimum of 3 years’ experience working in a multi-channel customer service environment* You are required to be smartly presented at all times and have a professional approach when dealing with customers and key stakeholders* Experience in Microsoft office* Demonstrate ability to effectively communicate, both orally and in writing, to customers* Possess excellent problem-solving skills* Strong English and Spanish skills written and spoken* Strong Portuguese skills written and spoken At Thermo Fisher Scientific, each one of our 70,000 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.Apply today! http : / / jobs. (http : / / 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.

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