Work Schedule

Standard (Mon-Fri)

Environmental Conditions

Office

As part of the Thermo Fisher Scientific team, you'll discover meaningful work that makes a positive impact on a global scale. Join our colleagues in bringing our Mission to life every single day to enable our customers to make the world healthier, cleaner, and safer.

We are seeking a Customer Service Representative II (LSG) who will support customer operations through accurate data handling and quote processing using ERP, E1, Salesforce, and CPQ systems. In this role, you will focus on executing day-to-day operational tasks with a high level of accuracy while supporting internal stakeholders and ensuring smooth order-to-cash processes.

You will be responsible for processing quote-related requests, supporting quote creation and amendments using Salesforce and CPQ, and ensuring all entries align with defined standards. This role requires strong attention to detail, the ability to follow structured processes, and effective coordination with cross-functional teams such as Sales, Pricing, Marketing and Contact teams to ensure accurate and timely quote execution.

Working within a collaborative environment, you will contribute to maintaining data integrity, supporting SLA commitments, and ensuring that customer requests are handled efficiently and accurately. You will also assist in identifying basic process gaps and support continuous improvement initiatives within the team.

Key Responsibilities

Support quote creation, amendments, and validation using Salesforce and CPQ tools, following defined procedures and guidelines
Ensure high accuracy of quote data entries, understanding the impact on pricing, approvals, and customer communication
Process and monitor quote requests and amendments within SLA timelines, ensuring timely completion of assigned tasks
Maintain and update quote tracking reports
Perform data validation and quality checks before submission to minimize errors and rework
Coordinate with Sales, Pricing, Marketing and Contact teams to clarify requirements and complete requests efficiently
Identify discrepancies in quote setup and escalate issues appropriately based on defined processes
Adhere strictly to SOPs, pricing guidelines, and system controls, ensuring compliance at all times
Support handling of basic quote-related inquiries and follow-ups, ensuring clear and professional communication
Work effectively as part of a team, contributing to shared goals and workload balancing
Demonstrate ownership of assigned tasks, while seeking guidance when needed
Participate in process improvement initiatives, providing input based on day-to-day operational experience

ADDITIONAL EXPECTATIONS:

Maintain high standards of data quality and compliance
Demonstrate Thermo Fisher values: Integrity, Intensity, Innovation, and Involvement
Participate in cross-training and support coverage as needed
Contribute to a culture of continuous improvement and operational excellence

REQUIREMENTS:

Minimum 1 year of customer service or data processing experience, preferably in SSC or multinational environment
Strong attention to detail with high accuracy in data entry
Experience using ERP systems (Oracle/SAP), Salesforce, or CPQ is preferred
Proficient in Microsoft Office (Excel, Outlook, etc.)
Strong written and verbal communication skills in English
Ability to manage multiple tasks and prioritize effectively under deadlines
Good problem-solving skills with the ability to follow structured processes
Team player with a positive attitude and willingness to support others
Ability to work independently on routine tasks with minimal supervision
Adaptability to new systems, tools, and process changes

Customer Service Representative II

Representative II, Customer Service Operations