JOB DESCRIPTION

Job Description

EDUCATION

• High School Graduate/GED minimally required.

EXPERIENCE

• 3 to 5 years customer service experience preferred.

KNOWLEDGE, SKILLS, ABILITIES:

• Knowledge of International Trade Practices is a strong plus.
• Knowledge of restrictive trade practice or boycott transactions and US Denied Persons/Companies list. Should be current on export regulations and current US embargoed countries and maintain vigilance in working within legal and Thermo Fisher Scientific regulations and guidelines or be able to learn same.
• Organize and prioritize work, be proactive, take initiative, resolve problems, follow through, and simultaneously handle multiple priorities to ensure goals are met on time.
• Excellent Computer skills required; efficiency in Word and Excel.
• Excellent communication skills required; both oral and written.
• Acquire thorough product knowledge and be skilled in the use of computers.
• Dedicated to being an active, participating team member.
  We offer competitive salary, an annual incentive bonus plan, 401K with company match up to 6%, tuition reimbursement and a range of other employee benefits! We foster an exciting company culture that encourages innovation, forward-thinking, and an outstanding career and development prospects. Come be a part of the team

• 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 by handling customer accounts.
• Work with Finance on Cash In Advance issues; Letters of Credit, credit limit issues, and commissions.
• Work with Order Management to get delivery dates; to expedite deliveries, assist with order issues and highlight critical orders.
• Raise problem orders to International Customer Service Team Lead and/or Supervisor.
• Assist in resolving issues concerning, but not limited to; short shipments, mis-shipments, freight adjustments by working closely with the Export Documentation Specialists.
• Provide customer with order status proactively; reviews customer open orders and raises problem delivery issues in a timely manner.
• Engage closely with sales, supply chain, and order management to ensure customer happiness is heightened.
• Effectively communicate and exchange information among team members and other Thermo Fisher personnel, channel partners and customers.
• Meet all required department and company training goals and expectations.
• Support Practical Process Improvement (PPI) methodology and participate in initiatives. Recommends process improvements and with coordination of supervisor, serves on PPI and other process improvement teams or projects.
• Display a positive friendly demeanor toward customers, co-workers and management