Lead Customer Service Representative

Thermo Fisher Scientific; Basingstoke; On-site; GBP 30,000 - 40,000; Full time

Job summary

A leading scientific company in Basingstoke seeks a Lead Customer Service Representative to support team operations and ensure effective order fulfillment. The ideal candidate will possess export logistics experience, leadership capabilities, and strong communication skills. Responsibilities include delegating operational tasks, resolving customer complaints, and preparing complex export documentation. This role requires proactive problem-solving and a hands-on approach to training team members.

Qualifications

• Export/logistics experience with complex export documentation.
• Ability to lead by example and train/coach others.
• Experience in a customer service environment and team settings.
• Strong interpersonal skills for conflict resolution.
• Flexible attitude towards daily responsibilities.

Responsibilities

• Lead and monitor operational tasks among team members.
• Act as deputy for CS Manager during their absence.
• Prepare complex export documentation.
• Resolve customer issues and inquiries.
• Contribute to process improvements through continuous improvement programmes.

Skills

Export/logistics experience

Leadership capabilities

Customer service environment experience

SAP knowledge

Problem-solving skills

Communication skills

Tools

SAP

Microsoft Word

Microsoft Excel

Job description

Work Schedule

Standard (Mon-Fri)

Environmental Conditions

Office

Job Description

Position Summary:

The Lead Customer Service Representative supports the Customer Service Manager to ensure that administration processes and order fulfillment align with established procedures and service level agreements (SLAs). This role involves informally leading the team operationally and supporting the CS Manager by delegating tasks, monitoring, and reprioritizing workloads to ensure fair distribution and timely action within the team. Responsibilities include acting as a primary contact for customers, resolving escalations and complaints, and keeping customers informed of any service issues. Additionally, the Lead CS Representative serves as a role model by demonstrating leadership skills, a proactive attitude, and the ability to find solutions and improve processes.

Responsibilities:

• Act as informal leader within the team to delegate operational tasks and monitor workload among team members to ensure fair distribution and adherence to SLA.
• Support the CS Manager by acting as deputy in their absence and working closely with them on daily operations.
• Prepare complex export documentation and ensure compliance with customs clearance requirements.
• Support the team by answering day-to-day inquiries and helping resolve issues.
• Participate in the Continuous Improvement Programme (PPI) and contribute to process improvements.
• Process customer orders, schedule agreements, and prepare quotations to meet required service levels.
• Keep customers fully informed on issues affecting service and resolve any complaints regarding late deliveries or damaged goods.
• Liaise with other sites and freight forwarders to ensure timely dispatch and delivery of orders.
• Deliver and organize training for Customer Service Representatives and promote Health and Safety awareness.

Minimum Requirements/Qualifications:

• Export/logistics experience and competencies, including preparing complex export documentation.
• Leadership capabilities - ability to lead by example, train/coach others and have a hands-on approach
• Experience of working within a customer service environment
• Experience of working within a team
• Working knowledge and experience of using SAP
• Intermediate to advance skill level of Microsoft Word and Excel
• Highly developed organization and problem-solving skills
• Demonstrate excellent communication skills
• Complaint handling/conflict resolution skills - strong interpersonal skills
• Flexible attitude to daily work and responsibilities

About Thermo Fisher:

Our Mission is to enable our customers to make the world healthier, cleaner and safer. Watch as our colleagues explain5 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.