Senior Customer Service Representative

📌 Core Information

🔹 Job Title: Senior Customer Service Representative

🔹 Company: Thermo Fisher Scientific

🔹 Location: North Shore, Auckland, New Zealand

🔹 Job Type: On-site (Hybrid available)

🔹 Category: 📞 Customer Service

🔹 Date Posted: Mon March 31, 2025

🔹 Experience Level: 2-5 years

🔹 Remote Status: Hybrid

📌 Essential Job Details

🚀 Job Overview

Key aspects of this role include:

• Delivering high-level customer service with a focus on first-time resolution.
• Ensuring efficient and accurate order processing and management.
• Converting customers to digital platforms for enhanced service delivery.
• Collaborating with cross-functional teams to meet customer needs.

ASSUMPTION: This role likely involves significant interaction with both internal and external stakeholders to facilitate customer satisfaction and process improvements.

📋 Key Responsibilities

✅ Deliver and maintain unparalleled service, collaborating with departments to boost the customer experience.

✅ Accurately process high volume orders and promote the digital platform for quicker information access.

✅ Record all activities in the ERP and CRM systems, ensuring clear and organized documentation.

✅ Mentor and train others, promoting adherence to company guidelines and policies.

✅ Proactively alert customers about delivery issues and collaborate with procurement and sales for solutions.

✅ Ensure compliance with regulated processes, handling permit requirements meticulously.

✅ Uphold professional demeanour, embodying company values like Integrity and Innovation.

✅ Identify improvement areas and engage in strategic projects.

ASSUMPTION: This position involves leadership aspects such as mentoring and providing strategic input for business improvement initiatives.

🎯 Required Qualifications

Education: University degree in Science or Business preferred.

Experience: Minimum 2 years in a customer service role, preferably in a lab, medical, or science environment.

Required Skills:

• Strong digital literacy and technical proficiency.
• Superior interpersonal and communication skills.
• Excellent organizational capabilities and attention to detail.

Preferred Skills:

• Experience in a product-based customer service role.
• Proficiency with Salesforce.com or similar CRM tools.

ASSUMPTION: Familiarity with scientific contexts and supply chain processes would be beneficial.

💰 Compensation & Benefits

Salary Range: Not specified. Competitive benefits imply an attractive salary package.

Benefits:

• Comprehensive health and wellbeing programs.
• Generous leave policies, including paid parental leave and birthday leave.
• Opportunities for charitable giving and volunteering with paid time off.

Working Hours: Standard 40-hour work week with flexibility.

ASSUMPTION: The company likely offers industry-standard compensation packages with room for growth and development.

📌 Applicant Insights

🔍 Company Context

Industry: Biotechnology Research, offering advanced solutions in life sciences.

Company Size: 10,001+ employees, offering a broad array of career advancement opportunities.

Founded: Not specified.

Company Description:

• Leading global provider in serving scientific research.
• Diverse product lines including diagnostics and lab services.
• Focus on customer-centric innovation and global outreach.

Company Specialties:

• Analytical Instruments
• Lab Services
• Specialty Diagnostics

Company Website: https://www.thermofisher.com

ASSUMPTION: The company's large scale and diverse product offerings provide a robust support structure for employee growth.

📊 Role Analysis

Career Level: Senior-level with leadership and mentoring responsibilities.

Reporting Structure: Likely reports to a customer service manager or director.

Work Arrangement: Primarily on-site with some hybrid flexibility.

Growth Opportunities:

• Advancement within customer service or related departments.
• Opportunities to expand skills through training programs.
• Potential role in strategic business or process improvement projects.

ASSUMPTION: There are robust career progression opportunities aligned with performance and professional development.

🌍 Location & Work Environment

Office Type: Office environment situated in an industrial area.

Office Location(s): North Shore, Auckland, with good transport links.

Geographic Context:

• Proximity to major motorways enables convenient commuting.
• Accessible public transportation for enhanced connectivity.
• Free on-site parking available.

Work Schedule: Standard Monday to Friday work schedule with occasional flexibility.

ASSUMPTION: The work environment is structured to support work-life balance with possible hybrid arrangements.

💼 Interview & Application Insights

Typical Process:

• Online application via company website.
• Initial screening phone interview.
• In-person or virtual interview with department leads.

Key Assessment Areas:

• Customer service skills and experience.
• Technical proficiency and digital literacy.
• Ability to work in fast-paced environments.

Application Tips:

• Highlight relevant customer service experience in your CV.
• Prepare to discuss experiences with problem-solving and order processing.
• Demonstrate knowledge of CRM and ERP systems if applicable.

ATS Keywords: Customer Service, Order Processing, Digital Literacy, CRM, ERP

ASSUMPTION: The recruitment process involves multiple stages with a focus on technical skills and cultural fit.

🛠️ Tools & Technologies

• Enterprise Resource Planning (ERP) systems
• Customer Relationship Management (CRM) tools such as Salesforce
• Microsoft Office Suite (Excel, Word, Outlook)

ASSUMPTION: Candidates should be proficient with commonly used office software and industry-specific tools.

👔 Cultural Fit Considerations

Company Values:

• Integrity
• Intensity
• Innovation
• Involvement

Work Style:

• Collaborative and team-oriented environment.
• Emphasis on innovation and problem-solving.
• Cultural openness to diverse backgrounds and experiences.

Self-Assessment Questions:

• How do you handle high-pressure situations in customer service?
• Can you describe a time when you had to learn a new system quickly?
• How do you prioritize conflicting tasks in a fast-paced setting?

ASSUMPTION: The company's culture supports diversity and promotes values-driven development and collaboration.

⚠️ Potential Challenges

• Handling high volumes of orders with precision and accuracy.
• Maintaining composure and professionalism in challenging interactions.
• Navigating complex regulatory and permit processes.
• Tech adaptation in shifting customers to digital platforms.

ASSUMPTION: The role demands resilience and adaptability under pressure, with a constant need to drive efficiency.

📈 Similar Roles Comparison

• Similar positions may emphasize customer acquisition or retention strategies.
• Roles in other industries might demand less technical expertise.
• Small companies might offer broader responsibilities but limited growth paths.

ASSUMPTION: Compared to similar roles, Thermo Fisher Scientific's position offers a balanced emphasis on customer service and technical proficiency.

📝 Sample Projects

• Developing a workflow to streamline order processing and enhance delivery accuracy.
• Leading a team initiative to increase customer engagement with the web shop platform.
• Participating in cross-functional task forces to refine customer service strategies.

ASSUMPTION: Projects involve multifaceted collaboration and regular performance assessments to ensure successful implementation.

❓ Key Questions to Ask During Interview

• What measures are taken to support hybrid work flexibility?
• How does the company handle fluctuating customer service demands?
• What is the onboarding process for new team members?
• Can you describe the career progression opportunities at Thermo Fisher Scientific?
• What technologies or systems are pivotal for this role?

ASSUMPTION: Asking these questions demonstrates preparedness and interest in aligning personal goals with organizational objectives.

📌 Next Steps for Applicants

To apply for this position:

• Submit your application through this link
• Tailor your CV and cover letter to highlight relevant experience.
• Prepare for the interview by reviewing the company's mission and values.
• Consider reaching out to current employees on LinkedIn for insights.
• Follow up on your application if you don't receive a response within two weeks.

⚠️ This job description contains AI-assisted information. Details should be verified directly with the employer before making decisions.

```