Customer Service Representative I

Job Description

Job Description

Position Summary:

The Customer Service Representative is responsible for inbound call traffic into Thermo Fisher Microbiology Division (MBD) Customer Service from both internal and external customers. Provide order entry and schedule agreement support and resolutions to external and internal customers. Handles all customer inbound related calls to include tracking, order status, notifications, and escalated issues. Handles customer order concerns by providing customer world class customer service and meeting customer scheduling expectations. The Customer Service Specialist is responsible to provide outstanding service to both external and internal clients to achieve business goals and objectives.

Key Responsibilities:

• Handles and responds to all inquiries of customer problems, orders and general inquiries for all issues related to order fulfillment, including schedules changes, and delivery timelines. Inquiries occurs via a variety of channels – including phone, e-mail, or other channels.
• Efficient and accurate entry of orders.
• Owns customer issues and resolves sophisticated or difficult customer queries and works with a wide range of stakeholders including Operations, Technical Support, Logistics, Purchasing and Sales and Marketing to ensure timely issue resolution.
• Provide account management for customers to ensure satisfaction is achieved and business objectives met.
• Strives to exceed set service levels and Individual/Department/Company Targets.
• Handles all queries within the established process.
• Provide proactive communication regarding product availability, supply chain delays or other issues to the assigned customers, sales team, and internal personnel.
• Reallocate product based on inventory levels to meet scheduling agreements requirements, as needed.
• Strives to continuously improve the processes they work with as well as how they deliver service to the customers, using defined company methodology.
• Participates with team members to improve communications, accountability and team success.
• Participates in the departmental training plan and contribute to a focus on continuous personal improvement.
• Effectively plans and prioritizes workload every day to avoid backlogs.
• Support the Tender Team if necessary, ability to manage basic tenders or public institute documentation can be a plus.
• May be required to perform other related duties as required and/or assigned by Manager.

Qualifications:

• Bachelor degree or High school diploma
• Knowledge of SAP and Office packages, such as Outlook, Excel and Word
• Excellent verbal and written communication skills
• English fluently written and spoken