Senior Customer Service Representative - Customer Master Data

Work Schedule

Standard (Mon-Fri)

Environmental Conditions

Office

Job Description

Join Thermo Fisher Scientific and play a key role in supporting our mission to make the world healthier, cleaner, and safer. As a Senior Customer Service Representative within the New Accounts team, you will be responsible for the end-to-end onboarding and maintenance of customer accounts across Europe, ensuring compliance, data accuracy, and seamless customer setup across multiple business systems.

You will perform compliance reviews, customer profiling, account creation, and master data maintenance while collaborating closely with Sales, Trade Compliance, Finance, Export, Reseller Management, Digital Commerce, and Customer Service teams. Your work will directly support customer access to Thermo Fisher Scientific products and services while ensuring adherence to company policies, regulatory requirements, and data governance standards.

Key Responsibilities

• Manage end-to-end customer onboarding activities, including new account applications, account validation, and customer profiling.
• Perform compliance and due diligence checks using internal and external sources to ensure customer legitimacy and regulatory compliance.
• Configure customer account settings, invoicing preferences, delivery information, and electronic ordering capabilities.
• Maintain customer master data with a strong focus on accuracy, completeness, and data quality.
• Review and process account amendments, address changes, reactivations, deactivations, and customer hierarchy updates.
• Administer customer web profiles and digital commerce access
• Investigate and resolve account setup issues, failed web order mappings, and system integration exceptions.
• Apply internal policies, compliance requirements, and standard operating procedures throughout all account lifecycle activities.
• Document customer interactions and account actions in relevant systems while maintaining audit readiness.
• Collaborate with internal stakeholders including Sales, Finance, Trade Compliance, Export Operations, Digital Commerce, and Customer Service teams.
• Identify process improvement opportunities and support continuous improvement initiatives within the customer onboarding process.

REQUIREMENTS

Experience & Education

• Minimum 2–3 years of experience in Customer Service, Customer Onboarding, Master Data Management, Order Management, or Shared Service Operations within a multinational environment.
• Bachelor's degree in Business Administration, Life Sciences, Supply Chain, Finance, or a related field preferred.
• Experience working with ERP systems, CRM platforms, and customer master data processes.

Technical Skills

• Strong proficiency in Microsoft Office applications, particularly Excel.
• Experience working with ERP systems (e.g., IBS, SAP, Oracle, or similar).
• Experience maintaining customer master data and account records.
• Understanding of customer onboarding, compliance verification, and data governance principles.
• Experience with CRM systems such as Salesforce is preferred.
• Familiarity with digital commerce platforms, account administration tools, and workflow systems is an advantage.

Core Competencies

• Strong analytical and problem-solving skills.
• Excellent attention to detail and commitment to data accuracy.
• Ability to interpret and apply policies, procedures, and compliance requirements.
• Strong organizational and time-management skills with the ability to manage multiple priorities.
• Excellent written and verbal communication skills in English.
• Ability to work independently while collaborating effectively with cross-functional teams.
• Strong stakeholder management and relationship-building skills.
• Ability to investigate complex customer scenarios and make sound business decisions.
• Demonstrated ownership, accountability, and continuous improvement mindset.
• Ability to manage sensitive customer information with professionalism and confidentiality.

Language Requirements

• Fluent written and verbal communication skills in English.
• Additional European language skills are considered an advantage.