Sr. Customer Service Representative

Work Schedule

Environmental Conditions

As part of the Thermo Fisher Scientific team, you’ll 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. We provide our global teams with the resources needed to achieve individual career goals while helping to take science a step beyond by developing solutions for some of the world’s toughest challenges, like protecting the environment, making sure our food is safe or helping find cures for cancer.

Location/Division Specific Information

Discover Impactful Work:

• Directly collaborate with customers to coordinate the scheduling of service. Establish confirmation communications with the customer as well as post-service courtesy calls.
• Coordinate and track scheduling timeline with Field Service.

A day in the Life:

• Adhere to Thermo Fisher Scientific protocols, consistencies and procedures.
• Ensure that Thermo Fisher’s customer satisfaction objectives are met or exceeded.
• Provide world-class level of customer service to existing and new customer base.
• Interface closely with sales, service, and management to ensure customer satisfaction is increased
• Effectively communicates and exchanges information among team members.
• Manage orders from multiple sources (fax, phone, EDI, and web).
• Validate orders for compliance and accuracy. Work with channel partner or direct customer to correct order discrepancies.
• Follow up and resolve all open orders assigned.
• Enter orders into Thermo Fisher system.
• Assist customers requesting equipment service repair as received through incoming telephone calls and email.
• Validate product warranty/contract/billable status.
• Verify customer account information to assure proper billing and worksite; if incorrect, obtain required changes and communicates to Service Database Representative for installation move/correction.
• Responsible for obtaining purchase order for billable service.
• Ensure service orders are dispatched to trained FSE or ISO in accordance to Field Service FSE Skills Matrix and Region

Keys to Success:

• Coordinate the service scheduling process through service completion.
• Facilitate customer concerns of issues if vital. Drive customer solutions.

Education

• High school diploma or GED equivalent

Experience

• 2 years of customer service/call center experience.

Knowledge, Skills, Abilities

• Possess communication skills, written and verbal, to clearly express their ideas, share technical information, communicate well with customers and various levels of the organization write procedures, and develop plans.
• Possess analytical and critical thinking abilities to evaluate, and interpret information and procedures, and make timely decisions in a fast-paced, changing work environment.
• Possess interpersonal skills to meet deadlines and assist staff in multi-tasking.
• Be able to apply good judgment and decision-making skills in taking care of a variety of routine and non-routine issues.
• Should be self-motivated, stress and pressure resistant, as well as a quick learner.
• Intermediate proficiency in computer applications: i.e. Microsoft Word, Outlook.
• Ability to produce accurate high-quality work with attention to detail.
• Ability to work well both independently as well as within a team environment.
• Ability to work overtime as decided by workload.
• Demonstrate Thermo Fisher Scientific values - Integrity, Intensity, Innovation, and Involvement.
• Assist customers requesting equipment service repair as received through incoming telephone calls and email.

Benefits

We offer driven remuneration, annual incentive plan bonus, healthcare, and a range of employee benefits. Thermo Fisher Scientific offers employment with an innovative, forward-thinking organization, and outstanding career and development prospects. We offer an exciting company culture that stands for integrity, intensity, involvement, and innovation!