Customer Service Representative ll (Order Management)

<p style="text-align:left"><b>Work Schedule</b></p>Standard (Mon-Fri)<p style="text-align:inherit"></p><p style="text-align:left"><b>Environmental Conditions</b></p>Office<p style="text-align:inherit"></p><p style="text-align:left"><b><u>Job Description</u></b></p><p style="text-align:inherit"></p><div><div><p><b><span>Position Summary: </span></b><span> </span></p></div><div><p><span><span>Based at the new Shared Service Center in<span> </span></span><span>Manila</span><span>, the Customer Service team<span> </span></span><span>are</span><span><span> </span>responsible for supporting our clients throughout the lifecycle including<span> </span></span><span>administration, order management, quotations</span><span>, master data</span><span>.</span><span><span> </span></span><span>Customer Service</span><span><span> </span>Representatives</span><span><span> </span></span><span>provide exceptional<span> </span></span><span>customer<span> </span></span><span>support</span><span>, promptly and accurately when responding to internal and external customer requests. </span></span><span> </span></p></div><div><p><span> </span></p></div><div><p><b><span>Key Responsibilities:</span></b><span> </span></p></div><div><p><span> </span></p></div><div><ul><li><p><span><span>Provide exceptional customer service experience to our external customers</span><span><span> </span>and internal stakeholders</span><span><span> </span>in the field of<span> </span></span><span>administration,<span> </span></span><span>order management, quotations</span><span>, master</span><span><span> </span>data.</span></span><span> </span></p></li></ul></div><div><ul><li><p><span><span>Process</span><span>ing</span><span><span> </span>and<span> </span></span><span>follow</span><span><span> </span>up all<span> </span></span><span>relevant<span> </span></span><span>requests</span><span><span> </span>within the division’s guidelines, liais</span><span>ing</span><span><span> </span>with<span> </span></span><span>partner</span><span><span> </span>functions (sales</span><span><span> </span>and commercial</span><span>,<span> </span></span><span>distribution</span><span>, finance</span><span>)</span><span><span> </span>to<span> </span></span><span>fulfill customers’ requests or<span> </span></span><span>resolve issues<span> </span></span><span>to</span><span><span> </span>ensure<span> </span></span><span>timely</span><span><span> </span>handling of<span> </span></span><span>enquiries</span><span>.</span></span><span> </span></p></li></ul></div><div><ul><li><p><span><span>Become<span> </span></span><span>proficient<span> </span></span><span>in<span> </span></span><span>C</span><span>ustomer Relationship Management</span><span><span> </span>system</span><span>s</span><span>.</span></span><span> </span></p></li></ul></div><div><ul><li><p><span><span>Adhere to<span> </span></span><span>company policies, operational<span> </span></span><span>regulations</span><span><span> </span>and departmental training guidelines</span><span>.</span></span><span> </span></p></li></ul></div><div><ul><li><p><span><span>Deliver on promise<span> </span></span><span>on</span><span><span> </span>daily/weekly</span><span>/monthly</span><span><span> </span></span><span>key performance indicator</span><span><span> </span>metrics</span><span>.</span><span><span> </span></span><span>Engage in efficiency and productivity initiatives.</span></span><span> </span></p></li></ul></div><div><ul><li><p><span><span>Work on assignments/projects<span> </span></span><span>as<span> </span></span><span>required by business expectations</span><span>.</span></span><span> </span></p></li></ul></div><div><ul><li><p><span><span>Consistently apply and meet the<span> </span></span><span>process</span><span><span> </span>expectations<span> </span></span><span>and<span> </span></span><span>demonstrate</span><span><span> </span>attention to operational details</span><span><span> </span>and l</span><span>everage required computer systems to<span> </span></span><span>maintain</span><span><span> </span></span><span>high level</span><span><span> </span>of data accuracy and quality.</span></span><span> </span></p></li></ul></div></div><div><div><ul><li><p><span><span>Maintain<span> </span></span><span>relevant<span> </span></span><span>daily customer service reports</span><span>.</span></span><span> </span></p></li></ul></div><div><ul><li><p><span><span>Assess individual customer requirements and<span> </span></span><span>if<span> </span></span><span>required</span><span><span> </span></span><span>direct activities to<span> </span></span><span>appropriate<span> </span></span><span>partner</span><span><span> </span></span><span>departments</span><span>.</span></span><span> </span></p></li></ul></div><div><ul><li><p><span><span>In order to</span><span><span> </span>meet the seasonal requirements of the business, it is advisable to<span> </span></span><span>participate</span><span><span> </span>in cross training and cross support activities, which involve joining assignments to other customer service teams</span><span>.</span></span><span> </span></p></li></ul></div><div><p><span><span> </span></span></p></div><div><p><b><span>Skills</span><span>:</span></b><span> </span></p></div><div><ul><li><p><span><span>Demonstrate high integrity and complian</span><span>ce.</span></span><span> </span></p></li></ul></div><div><ul><li><p><span><span>Display attention to detail and accuracy</span><span>.</span></span><span> </span></p></li></ul></div><div><ul><li><p><span><span>Good problem-solving skills</span><span><span> </span>and<span> </span></span><span>ability<span> </span></span><span>to multitask under<span> </span></span><span>tight<span> </span></span><span>deadlines</span><span>.</span></span><span> </span></p></li></ul></div><div><ul><li><p><span><span>Must<span> </span></span><span>possess</span><span><span> </span>self-motivation, enthusiasm, a positive<span> </span></span><span>attitude</span><span><span> </span>and perform as a team player</span><span>.</span></span><span> </span></p></li></ul></div><div><ul><li><p><span><span>Strong written and verbal communication skills</span><span>.</span></span><span> </span></p></li></ul></div><div><ul><li><p><span><span>Good organizational skills and the ability to prioritize</span><span><span> </span>workload</span><span><span> </span>effectively</span><span>.</span></span><span> </span></p></li></ul></div><div><ul><li><p><span><span>Must<span> </span></span><span>demonstrate</span><span><span> </span></span><span>judgment,</span><span><span> </span>diplomacy in dealing with internal and external customers</span><span>.</span></span><span> </span></p></li></ul></div><div><ul><li><p><span><span>Work on<span> </span></span><span>own</span><span><span> </span>initiative on daily routine tasks as well as solving system issues</span><span>.</span></span><span> </span></p></li></ul></div><div><ul><li><p><span><span>Competent Microsoft Office user</span><span>.</span></span><span> </span></p></li></ul></div><div><p><span> </span></p></div><div><p><b><span>Experience:</span></b><span> </span></p></div><div><ul><li><p><span><span>Relevant customer service experience<span> </span></span><span>is preferred</span><span><span> </span>in<span> </span></span><span>an</span><span><span> </span></span><span>SSC/multinational</span><span>/office<span> </span></span><span>environment,</span><span><span> </span>but fresh<span> </span></span><span>grads</span><span><span> </span>are also welcome</span><span>.</span></span><span> </span></p></li></ul></div><div><ul><li><p><span><span>Experience with<span> </span></span><span>ERP systems</span><span><span> </span></span></span><span><span>preferred but not essential</span><span>.</span></span><span> </span></p></li></ul></div><div><p><span> </span></p></div></div><div><div><p><b><span>Education:</span></b><span> </span></p><ul><li>Bachelor&#39;s degree is required.</li></ul></div><div><p><span> </span></p></div><div><p><b><span>Working Conditions:</span></b><span> </span></p></div><div><ul><li><p><span><span>This position requires repetitive typing</span><span><span> </span></span><span>and regular use of a computer</span><span><span> plus multiple display</span></span><span>.</span></span><span> </span></p></li></ul></div><div><ul><li><p><span><span>Most of the other physical demands are typical<span> </span></span><span>with</span><span><span> </span>those associated with an office environment.</span></span><span> </span></p></li></ul></div><div><ul><li><p><span><span>We are proud to be an Affirmative Action / Equal Opportunity Employer committed to hiring a diverse and inclusive workforce.</span></span><span> </span></p></li></ul></div><div><p><span> </span></p></div><div><p><span><span>Thermo</span><span><span> </span>Fisher Scientific is an EEO/Affirmative Action Employer and does not discriminate<span> </span></span><span>on the basis of</span><span><span> </span>race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status,<span> </span></span><span>disability</span><span><span> </span>or any other legally protected status.</span><span> </span></span><span> </span></p></div></div><p></p><p></p><p></p><p></p><p></p>