Customer Service Representative - Distributors & Growth Markets - EMEA

Vacancy posted: Wednesday, 28 December 2016

Location: Paisley

Job ref. no.: 40730BR

Job Description
Customer Care Representative - Exports
Inchinnan, Paisley
Permanent Contract

  • Provide a high standard of customer service support to ThermoFisher Distributors & Export Houses across EMEA
  • Comprehend “Address Book” effectively, open accounts as per process
  • Adhere to SOP's, SLA's and departmental training guidelines
  • Process high value Export & Distributor orders received via fax /email/ web
  • Determine method of order entry and adhere to strict “cut off times”
  • Ensure Distributor quotes are correctly applied at order entry level, confirming price and availability of products to customers as required
  • Ascertain expiry date requirements and harmonize with Distributor pre- shipment
  • Schedule shipments accordingly and coordinate with essential functions across the organization to ensure smooth and timely dispatch of goods
  • Prepare country specific shipment paperwork to comply with current Export legislation
  • Recognise and be able to interpret Air Waybills and Commercial Invoices
  • Comprehend shipping and storage conditions
  • Invoice shipments manually and electronically
  • Calculate and invoice freight
  • Deal with customer complaints and complex requirements efficiently and professionally as per the service level agreement
  • Manage the process for escalated enquiries and complaints to resolution, without managerial support
  • Play a key role on assignments and projects, as part of a team or on a individual basis
  • Build and enhance customer relationships, positively representing the organization
  • Identify tasks and processes in which could benefit from process improvement – initiate quick wins
  • Maintain daily customer service reports
  • Provide expertise, guidance and support to colleagues
  • Provide cover to the supporting Manager when required
  • Develop and deliver training and materials to support departmental needs
  • Other duties as dictated by business need
  • Solve / escalate systems issues
  • General office duties required
  • Work with warehouse shipping and tracking systems ie, TRAX/DHL/TNT
  • Work with E-Z Cert World (Local Chambers)
  • Recognize and comply with the need for confidentiality, be able to work on own initiative
  • Must be able to “Micro-Manage” complex Distributor accounts
  • Partner with key strategic entities such as the European Distribution Centre/UK warehouse, Freight companies, local Chambers of Commerce
  • Experienced Microsoft Office and ERP system user
  • Strong written and verbal communication skills
  • Customer service experience required, preferably in an Export environment
  • Display stringent attention to detail and accuracy in the work place
  • Ability to identify and solve problems and to multi task under deadlines
  • Possess self motivation , enthusiasm, a positive attitude and perform as a team player
  • Possess good organizational skills and have the ability to prioritize effectively
  • Be able to demonstrate judgment, tact and diplomacy at all times
  • Knowledge of Incoterms 2010 is preferred


Thermo Fisher Scientific is an EEO/Affirmative Action Employer and does not discriminate on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, disability or any other legally protected status.

s1 says:

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