Lead Customer Service Representative

Basingstoke, England, United Kingdom

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Not SpecifiedCompensation

Mid-level (3 to 4 years), Senior (5 to 8 years)Experience Level

Full TimeJob Type

UnknownVisa

Scientific Instruments, Biotechnology, HealthcareIndustries

Requirements

Candidates must have export/logistics experience including preparing complex export documentation and demonstrate leadership capabilities with a hands-on approach, training and coaching abilities. Experience in a customer service environment and working within a team is required, along with proficiency in SAP, intermediate to advanced Microsoft Word and Excel skills. Strong organizational, problem-solving, communication, interpersonal skills, and a flexible attitude are also necessary.

Responsibilities

The Lead Customer Service Representative will act as an informal leader, delegating tasks, monitoring workloads, and ensuring adherence to SLAs. They will support the Customer Service Manager, act as a deputy in their absence, and prepare complex export documentation while ensuring customs compliance. This role involves processing customer orders, preparing quotations, resolving customer inquiries and complaints, and liaising with other sites and freight forwarders for timely dispatch and delivery. Additionally, they will participate in continuous improvement initiatives, deliver training to customer service representatives, and promote health and safety awareness.

Skills

Customer Service

Team Leadership

Export Documentation

Logistics

Order Fulfillment

Escalation Resolution

Process Improvement

Customer Relationship Management

Customs Compliance

Training Delivery

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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