Sr Customer Service Representative

Work Schedule

Environmental Conditions

Job Description

Responsibilities:

• Adhere to Thermo Fisher Scientific protocols, consistencies and procedures.
• Ensure that Thermo Fisher’s customer satisfaction objectives are met or exceeded.
• Provide high level of customer service to existing and new customer base.
• Interface closely with sales, service, and management to ensure customer satisfaction is maximized.
• Effectively communicate and exchange information among team members.
• Support Practical Process Improvement (PPI) methodology and participate in initiatives as required.
• Responsible for meeting all required department and company training goals and expectations.
• Responsible for answering high volume of customer calls in the divisional call center and the ability to correctly direct callers to the proper company within Thermo Fisher, including other divisions.
• Responsible for answering calls from customers, channel partners, distributors, and sales representatives for all Laboratory Products and accessing several different computer systems to obtain the necessary information to assist customers.
• Process telephone orders placed with verbal P.O. or credit card.
• Must have an understanding of all product lines and the product knowledge to accurately detail our products to customers, distributors, and sales representatives.
• Responsible for communicating (written and verbal) daily with customers (both internal and external), distributors and sales representatives regarding sales channels, product lines, equipment, descriptions, features, terms and conditions, specifications, warranties, freight terms, deliveries, pricing, policies, freight estimates, inside delivery estimates, returns installation and any other requirements to fulfill the conditions of contracts and orders.
• Acts as the liaison between the customer and internal contacts.
• Required to meet defined goals within upper and lower control limits to meet overall department service levels.

Minimum Qualifications:

• Requires high school diploma or GED.
• 1 year customer service experience.
• Excellent Computer skills required; efficiency in Word and Excel.
• Excellent communication skills; both oral and written.

Preferred Qualifications:

• 2-3 years customer service experience preferred.