Customer Service Representative II

Key Responsibilities

• Provide professional and friendly customer service to external customers and internal stakeholders.
• Handle customer enquiries related to orders, quotations, administration and master data.
• Process and follow up on customer requests accurately and within agreed timelines.
• Investigate customer issues and work with relevant internal teams to find appropriate solutions.
• Escalate more complex cases when required and ensure appropriate follow-up.
• Develop proficiency in our Customer Relationship Management (CRM), ERP and other business systems.
• Maintain accurate customer and order information and follow established processes and procedures.
• Work towards agreed service levels and individual/team performance indicators.
• Use customer service reports and systems to follow up on open requests and priorities.
• Identify opportunities to improve the customer experience and the efficiency of our processes.
• Participate in team initiatives, projects, training and knowledge-sharing activities.
• Support knowledge sharing within the team and contribute to training materials as experience develops.
• Participate in cross-training and provide support to other Customer Service teams when business needs require it.
• Follow Thermo Fisher Scientific policies, compliance requirements and departmental guidelines.

Skills and Competencies

• Good English communication skills, both written and spoken.
• French language skills are considered a strong advantage.
• Strong customer focus with a professional and helpful communication style.
• Good attention to detail and commitment to accuracy.
• Good problem-solving skills and willingness to take ownership of customer enquiries.
• Ability to organize and prioritize tasks effectively.
• Comfortable working both independently and as part of an international team.
• Positive, proactive and solution-focused approach.
• Ability to communicate effectively with different internal and external stakeholders.
• Willingness to learn new processes, systems and ways of working.
• Comfortable working in a changing environment and managing different priorities.
• Good computer skills, including Microsoft Office.

Experience

• Previous experience in Customer Service, Order Management, Sales Support, Administration or a similar role is an advantage but not required.
• Fresh graduates are welcome to apply.
• Experience in a multinational or Shared Service Center environment is an advantage but not essential.
• Previous experience with CRM or ERP systems is an advantage, but training will be provided.

Education

• High school diploma or equivalent is required.
• A Bachelor’s Degree is an advantage but is not essential. Relevant skills, knowledge and experience will also be considered.

Position Summary

Based at our Shared Service Center in Budapest, the Customer Service team supports our customers throughout the customer journey, including order management, quotations, administration and master data activities.

As a Customer Service Representative, you will be an important point of contact for our customers and internal partners. You will provide professional, accurate and timely support, helping to resolve customer enquiries and ensuring a positive customer experience.

You will work closely with colleagues across Sales, Commercial, Distribution, Finance and other functions to ensure customer requests are handled effectively.