Customer Service Representative II

at  Thermo Fisher Scientific

MINIMUM REQUIREMENTS/QUALIFICATIONS:

• High school diploma or equivalent, college desirable.
• Demonstrate understanding of personal computer applications such as Microsoft Outlook, Word, Excel and other programs.
• Two years of related customer service experience preferred.
• Prior experience working in Oracle JD Edwards Enterprise One Software and SAP Software preferred.
• Displays a customer service orientation.
• Excellent interpersonal skills/friendly, outgoing personality and enjoys assisting others.
• Demonstrates superior communication skills including probing, active listening, and written skills. Ability to exhibit patience and understanding to diffuse customer dissatisfaction.
• This position requires repetitive typing, considerable interaction on the telephone and regular viewing of computer monitors.
• Proactive problem solving and decision-making.
• Demonstrate judgment, tact, and subtlety in looking after customers as well as the ability to handle confidential and/or proprietary information.
• Demonstrates attention to detail and quality.
• Interpersonal time management and ability to multi-task in order to meet customer commitments in a fast-paced environment.
• Ability to learn and apply new information.
• Works independently and demonstrates resourcefulness.

KEY RESPONSIBILITIES:

• Provide professional communication via phone and email to our customers and internal support teams.
• Use sales order entry system, website and knowledge base resources to provide accurate and timely assistance with order placement and status inquiries (pricing, availability, order status, shipping details, billing questions as well as returns and cancellations.
• Accountable for resolving customer complaints (first call resolution) and raises issues as appropriate.
• Answers product or service inquiries, troubleshoots and supports our customers in facilitating communication for technical assistance as required.
• Works with other departments within Thermo Fisher Scientific to find solutions for both internal and external customers.
• Attains established performance metrics including but not limited to: quality standards, after call work (ACW), average handle time (AHT) and follows-up on all actions in accordance with departmental standards. Achieves expected call and email productivity.
• Follows established service quality standards and meets order and inquiry processing time and maintains a high level of order accuracy.
• Stays abreast of new processes and initiatives within the company through training updates and coaching.
• Demonstrates our 4-I values – Intensity, Integrity, Innovation and Involvement.