Senior Customer Care Representative

Job Description

Position Summary:

Day-day delivery of dedicated customer service within a fast paced Customer Service environment. You will act as designated point of contact for strategic accounts and internal customer service queries and are key to ensuring customers view Thermo Fisher Scientific as the company to partner with.  Supporting the departmental leadership daily in their quest to achieve our mission. The Customer Care Specialist is responsible to provide outstanding service to both external and internal clients to achieve business goals and objectives. Our ideal candidate will be customer oriented, an advocate for Thermo Fisher Scientific.

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 complex customer queries and works with a wide range of team members including Operations, Technical Support, Logistics, Purchasing and Sales and Marketing to ensure timely issue resolution.
• Provide targeted account management for key customers to ensure satisfaction is achieved and business objectives met.
• Develop relationships with clients through regular interactions.
• 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 in internal PPI programs to improve sales operations and customer care initiatives.
• 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.
• Document, analyze and identify complaint trends for customer accounts and propose resolutions.
• May be required to perform other related duties as required and/or assigned by Manager.

Minimum Requirements/Qualifications:

• High school graduate or equivalent required; bachelor’s degree is preferred.
• 2+ years of related Customer Service experience required.
• Must demonstrate working knowledge of personal computer applications such as Microsoft Office Tools. Knowledge of ERP Systems
• Ability to identify, solve problems, and to multi-task under deadline.
• Ability to diffuse customer dissatisfaction.
• Must be detail oriented.
• Beginner level with Excel
• Troubleshooting experience
• Takes initiative.
• Team oriented.

Flexible with scheduling and reprioritization