Customer Service Representative

Work ScheduleStandard (Mon-Fri)

Environmental ConditionsOffice

Job Description

Position Summary:

Reporting to the Aftermarket Value Stream Manager, this role provides administrative and customer service support for the spare parts, services, and repair teams—ensuring efficient order fulfillment, accurate documentation, and an exceptional customer experience.

Key Responsibilities:

Customer Support & Order Management:

Serve as the primary contact for aftermarket customers and Field Service Engineers. Process quotations, orders, and invoices in ERP/CRM systems accurately and on time. Ensure compliance with export and trade requirements and coordinate dispatches and billing for parts, services, and Product Service Agreements (PSAs).

Customer Satisfaction (CAS) Administration:

Manage customer feedback through the Medallia system. Track, report, and escalate Root-Cause Countermeasures (RCCM) to improve Customer Allegiance Scores. Compile and present CAS reports and key business metrics.

Data & Reporting:

Maintain accurate customer records, documentation, and service databases. Generate regular reports and presentations for the Aftermarket Value Stream.

Continuous Improvement:

Support lean initiatives (PPI, 5S, SQDC) to enhance efficiency and customer satisfaction. Participate in problem-solving and process improvement activities to sustain ISO 9001 quality standards.

Safety & Compliance:

Follow all Occupational Health & Safety (OHS) policies. Report incidents promptly and ensure all work is conducted safely and in compliance with company standards.

Qualifications & Skills:

High school certificate or equivalent; additional training in customer service or administration preferred.

Proven experience in customer service or administrative roles, ideally in an industrial or manufacturing environment.

Strong communication, problem-solving, and organizational skills with high attention to detail.

Proficient in Microsoft Office and ERP systems (e.g., Mapics).

Ability to multitask and manage competing priorities under pressure.

Demonstrated commitment to customer satisfaction and continuous improvement.

Benefits

Join our team and take advantage of these great benefits! Apply now to learn more about the full range of benefits we offer.

Health & Wellbeing: Join a company that prioritizes your health & wellbeing with comprehensive benefits, wellness programs, and an Employee Assistance Program providing confidential support for personal and work-related issues.

Flexibility: Balance your work and personal life with flexible arrangements.

Extra Leave: Benefit from generous leave policies, including the option to purchase additional leave, paid birthday leave, and company paid parental leave.

Charitable Giving & Volunteering: Make an impact with paid volunteer time to support non-profit organizations that matter to you.

Learning & Development: Advance your career with access to online courses via Thermo Fisher Scientific University Plus and LinkedIn learning, workshops, and mentorship programs for continuous learning and skill development.

Thermo Fisher Scientific Australia WGEA Employer of Choice for Gender Equality

Our Mission is to enable our customers to make the world healthier, cleaner and safer. Watch as our colleagues explain 5 reasons to work with us. As one team of 100,000+ colleagues, we share a common set of values - Integrity, Intensity, Innovation and Involvement - working together to accelerate research, solve complex scientific challenges, drive technological innovation and support patients in need. #StartYourStory at Thermo Fisher Scientific, where diverse experiences, backgrounds and perspectives are valued.

Apply today!

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

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