Senior Customer Service Representative – Export Order Management and Fulfilment Team

Position Summary:

Based at the Shared Service Center in Budapest, the Export Order Management and Fulfilment Team

is responsible for supporting customers throughout the order lifecycle, including export order processing, logistics coordination, shipping administration, customer communication, quotations, and master data management. Customer Service Representatives provide exceptional customer support by responding promptly and accurately to internal and external customer requests while ensuring seamless coordination between customers, logistics providers, factories, sales teams, and other business partners.

As a Senior Customer Service Representative in the Export Order Management and Fulfilment Team, you will serve as a trusted point of contact for customers and internal stakeholders, taking ownership of customer orders and supporting complex customer requirements. The role requires a proactive and customer-focused individual who can confidently manage export orders, monitor shipments, follow up on deliveries, and collaborate with multiple stakeholders to ensure a positive customer experience and efficient order fulfillment. In addition to written communication, the role involves regular customer interactions through phone calls, virtual meetings, and occasional customer visits.

Key Responsibilities:

• Provide exceptional customer service to external customers and internal stakeholders across export order management, logistics coordination, shipping administration, quotations, and master data maintenance.
• Process export customer orders accurately and efficiently, ensuring compliance with company policies, customer requirements, and international shipping procedures.
• Coordinate and follow up with logistics partners, freight forwarders, carriers, factories, sales teams, and customers to ensure timely shipment execution and delivery performance.
• Monitor order status throughout the order-to-delivery lifecycle and proactively communicate updates, delays, and resolutions to relevant stakeholders.
• Investigate and resolve customer inquiries, shipping issues, delivery discrepancies, and order-related escalations in a timely and professional manner.
• Maintain accurate customer, order, and shipment records within ERP and Customer Relationship Management (CRM) systems.
• Collaborate with cross-functional teams including Sales, Distribution, Supply Chain, Logistics, Finance, and Manufacturing to fulfill customer requirements and resolve operational challenges.
• Deliver against daily, weekly, and monthly key performance indicators while continuously seeking opportunities to improve efficiency, productivity, and customer satisfaction.
• Support process improvement initiatives and contribute to sharing best practices and operational knowledge within the team.
• Assess customer requirements and coordinate activities with the appropriate internal departments to ensure successful outcomes

Skills:

• Demonstrate high integrity, professionalism, and compliance.
• Strong attention to detail and commitment to accuracy.
• Confidence in managing export order processing activities and coordinating multiple orders simultaneously.
• Ability to confidently communicate and follow up with logistics providers, freight forwarders, factories, sales teams, and customers.
• Strong interpersonal and communication skills with the ability to build relationships through email, telephone, virtual meetings, and face-to-face interactions.
• Excellent problem-solving and analytical skills.
• Strong customer service mindset with a proactive and solution-oriented approach.
• Effective written and verbal communication skills in English (French language in addition is an advantage).
• Exceptional organizational skills and the ability to prioritize workload effectively.
• Ability to work independently while also contributing as an engaged team player.
• Demonstrate sound judgment and professionalism when dealing with internal and external stakeholders.
• Ability to navigate ambiguity, take ownership of responsibilities, and drive issues through to resolution.
• Strong stakeholder management and relationship-building skills.
• Competent Microsoft Office user, particularly Excel and Outlook.
• Experience working with ERP systems and order management tools is preferred.
• Experience working in an international and customer-focused environment is advantageous.

Experience:

• Minimum 1-3 years of experience in export order processing / logistics / shipping coordination / customer service / order management within an SSC, multinational / manufacturing / distribution or office environment.
• Experience coordinating with logistics providers, freight forwarders, factories, sales teams, and customers.
• Experience using ERP systems and order management tools is preferred.
• Experience working in an international and customer-focused environment is advantageous.

Education:

• Requires a high school diploma or equivalent qualification.
• A Bachelor’s Degree is preferred but not essential. Candidates with relevant experience and knowledge will also be considered.

What we offer?

At Thermo Fisher, we value your contributions and offer an encouraging and inclusive work environment, where you can grow professionally. Here are some of the benefits of joining our team:

• Competitive Compensation Package including a competitive salary, Cafeteria benefits, and an annual performance-based bonus.
• Flexible Health & Well-being Benefits with options to customize your benefits.
• Career Growth & Professional Development through continuous learning opportunities and complimentary language courses.
• Modern & Convenient Work Environment with ergonomic chairs and standing desks.
• Inclusive, Multilingual Culture encouraging a collaborative atmosphere.
• Engaging Community & Events including social responsibility initiatives and company events.

Thermo Fisher Scientific Inc. (NYSE: TMO) is the world leader in serving science, with annual revenue of approximately $40 billion. Our Mission is to enable our customers to make the world healthier, cleaner and safer. Whether our customers are accelerating life sciences research, solving complex analytical challenges, increasing productivity in their laboratories, improving patient health through diagnostics or the development and manufacture of life-changing therapies, we are here to support them. Our global team delivers an unrivaled combination of innovative technologies, purchasing convenience and pharmaceutical services through our industry-leading brands. For more information, please visit www.thermofisher.com.