Customer Service Specialist

Work Schedule

Standard (Mon-Fri)

Environmental Conditions

Office

Job Description

As a Customer Service Specialist, you will be a key point of contact for customers throughout their interaction with Thermo Fisher Scientific Israel.
The role is focused on providing responsive, professional, and high-quality customer service across the full customer journey — from order placement and delivery through installation, invoicing, payment-related inquiries, service coordination, and ongoing support.
You will ensure that customers receive clear information, timely updates, and consistent follow-up, while working with the relevant internal functions whenever additional information or action is required.
This is a hands-on role requiring strong customer orientation, ownership, attention to detail, and the ability to manage multiple customer interactions in a dynamic and growing environment.

Key Responsibilities
•    Customer Support & First Response: Serve as a primary point of contact for customers, provide professional and timely support, assess customer requests, respond directly where possible, and ensure appropriate follow-up until resolution.
•    Order Processing & Customer Follow-Up: Accurately enter and maintain customer orders in the relevant systems based on approved commercial terms and customer documentation, while providing customers with clear and timely updates throughout the order process.
•    Delivery, Installation & Service Coordination: Coordinate customer-facing activities related to deliveries, installations, service visits, and repairs, ensuring customers are informed of schedules, requirements, status updates, and next steps.
•    Invoicing & Payment Support: Generate or process customer invoices where applicable and support customers with invoice, billing, payment, and related documentation inquiries, coordinating internally when additional input is required.
•    End-to-End Customer Journey Management: Support and guide customers throughout the full customer lifecycle, ensuring continuity between orders, deliveries, installations, service activities, invoicing, payments, and ongoing support.
•    Customer Case Ownership & Communication: Maintain visibility of open customer requests, proactively communicate progress, identify delays or unresolved issues, and ensure that the appropriate internal stakeholders are engaged to support timely resolution.
•    Systems, Documentation & Customer Experience: Maintain accurate customer, order, service, and interaction data in CRM, ERP, and related systems, while identifying recurring customer needs and opportunities to improve the customer experience.

Qualifications / Requirements
•    Bachelor’s degree or equivalent relevant experience.
•    3+ years of relevant experience in customer service, customer support, order management, service coordination, customer operations, or a similar customer-facing role.
•    Proven experience managing customer interactions and processes from initial request through completion and resolution.
•    Strong experience with order processing, customer documentation, invoicing, and customer-facing operational processes.
•    Experience working with CRM and ERP systems; Salesforce and SAP experience is an advantage.
•    Strong verbal and written communication skills in both Hebrew and English.
•    Strong organizational skills, attention to detail, and ability to manage multiple customer requests simultaneously.
•    Experience in life sciences, healthcare, laboratory equipment, scientific instrumentation, or related industries is an advantage.