.At Thermo Fisher Scientific, your work will have real-world impact! You will be supported in achieving your career goals and 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!**Senior Customer Service Representative**This senior level customer service position operates in a multi-cultural team working in an international setting. It also has a coordinating operational role in relation to various processes concerning supporting our external customers and internal teams.**Key areas of responsibilities**:- all with a key focus on customer satisfaction and maintaining departmental goals**Operational Tasks**:Provide effective support to the Sales teams, Service teams, Business partners and other customers in the Indirect Channels region.- Professional level knowledge of international Incoterms and alignment with company policies using these Incoterms.- Identification and in-depth understanding of different export control documentation. This includes knowledge of when or where to use these documents with the various shipments and work with our compliance team for any questions that arise.- Process issues reported by Agents/Distributors or Engineers in the call handling system and lead any follow-up actions for our direct business.- Support Agents/Distributors, Supervisors, and Managers along with Service logistics, Warehouse & Export teams for service parts orders and returns.- Prepare and send quotes using our standardized template to Agents/Distributors for service requests and part orders not covered by a service contract.- Accurately process high volumes of part orders and service requests with Agents/Distributors with regular needed follow-up until point of collection or delivery depending on order Incoterms. Ensure the customer's needs are met completely and promptly.- Timely handle the preparation for invoicing; ensure accurate cost and revenue accounts are associated with parts, labor, and expenses on each call.- Act as customer liaison with Accounts Receivable to settle billing issues and find resolution.- Follow processes regarding customer returns and replacement parts, deliveries, changes, pricing, and return credit problems.- Make sure of SOX, Legal and ISO compliance; collaborate and coordinate any internal or external audit requests.- Confirm that all released processes and procedures are implemented and respected. Actively work on improvements to processes while highlighting opportunities to improve customer and team member satisfaction.**Knowledge/skills/abilities (Key to success)**:- Possess a customer service focus, and the ability to move between tasks. Identify customer or revenue risk and communicate these exposures authoritatively and efficiently to company decision makers, when needed