Customer Service Representative at Thermo Fisher Scientific

Adelaide, South Australia, Australia

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Not SpecifiedCompensation

Junior (1 to 2 years)Experience Level

Full TimeJob Type

UnknownVisa

ManufacturingIndustries

Requirements

High school certificate or equivalent; additional training in customer service or administration preferred
Proven experience in customer service or administrative roles, ideally in an industrial or manufacturing environment
Strong communication, problem-solving, and organizational skills with high attention to detail
Proficient in Microsoft Office and ERP systems (e.g., Mapics)
Ability to multitask and manage competing priorities under pressure
Demonstrated commitment to customer satisfaction and continuous improvement

Responsibilities

Serve as the primary contact for aftermarket customers and Field Service Engineers
Process quotations, orders, and invoices in ERP/CRM systems accurately and on time
Ensure compliance with export and trade requirements and coordinate dispatches and billing for parts, services, and Product Service Agreements (PSAs)
Manage customer feedback through the Medallia system
Track, report, and escalate Root-Cause Countermeasures (RCCM) to improve Customer Allegiance Scores
Compile and present CAS reports and key business metrics
Maintain accurate customer records, documentation, and service databases
Generate regular reports and presentations for the Aftermarket Value Stream
Support lean initiatives (PPI, 5S, SQDC) to enhance efficiency and customer satisfaction
Participate in problem-solving and process improvement activities to sustain ISO 9001 quality standards
Follow all Occupational Health & Safety (OHS) policies
Report incidents promptly and ensure all work is conducted safely and in compliance with company standards

Skills

Key technologies and capabilities for this role

Microsoft OfficeERP SystemsCRM SystemsMedalliaCustomer ServiceOrder ManagementInvoice ProcessingExport ComplianceData ReportingProblem SolvingLean Initiatives5SSQDC

Questions & Answers

Common questions about this position

What benefits does Thermo Fisher Scientific offer?

The company provides comprehensive health and wellbeing benefits, wellness programs, an Employee Assistance Program, flexible work arrangements, generous leave policies including paid birthday and parental leave, paid volunteer time, and access to online courses via Thermo Fisher Scientific University.

Is this customer service role remote or office-based?

This is an office-based position with standard Monday-Friday hours in an office environment.

What skills are required for the Customer Service Representative position?

Candidates need strong communication, problem-solving, and organizational skills with high attention to detail, proficiency in Microsoft Office and ERP systems like Mapics, and the ability to multitask under pressure.

What is the work schedule for this role?

The role follows a standard Monday-Friday schedule.

What qualifications make a strong candidate for this customer service role?

A high school certificate or equivalent with additional customer service or administrative training, proven experience in customer service or admin roles preferably in industrial or manufacturing settings, and a commitment to customer satisfaction and continuous improvement.

Thermo Fisher Scientific

Provides life sciences products and services

About Thermo Fisher Scientific

Thermo Fisher Scientific offers a variety of products and services that support scientific research and healthcare, including laboratory equipment, reagents, and software solutions. Their products are used in applications like protein biology, real-time PCR, and sequencing, serving clients such as academic institutions and pharmaceutical companies. Unlike competitors, Thermo Fisher emphasizes customer support and education, helping clients optimize their experiments. The company's goal is to be a leading provider of life sciences solutions that contribute to a healthier and safer world.

Waltham, MassachusettsHeadquarters

1956Year Founded

$17MTotal Funding

IPOCompany Stage

Biotechnology, HealthcareIndustries

10,001+Employees

Risks

Increased competition in single-use bioprocessing may impact market share.

Sale of anatomical pathology business could create a temporary product gap.

Investment in miDiagnostics may face regulatory challenges affecting returns.

Differentiation

Thermo Fisher offers a comprehensive range of life sciences products and services.

Their well-known brands include Thermo Scientific, Applied Biosystems, and Invitrogen.

They provide strong customer support and educational resources to optimize client workflows.

Upsides

Expansion of biologics production facility enhances capacity for precision biologics monitoring.

Investment in miDiagnostics aligns with demand for rapid diagnostic solutions in BioPharma.

Collaboration with Mainz Biomed positions them in the growing cancer detection market.

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