Sr Customer Service Representative

at  Thermo Fisher Scientific

JOB DESCRIPTION

Department: Customer Service
Location: On-site in Rockwood, TN
Reporting Relationships:
Reports to: Customer Experience Manager

MINIMUM EDUCATION AND EXPERIENCE REQUIREMENTS

• High School Graduate or equivalent required. Associates or technical degree preferred.
• 2+ years of customer service experience preferred.

KNOWLEDGE, SKILLS, AND ABILITIES USED TO PERFORM WORK FUNCTIONS

• Communicate effectively using accurate grammar in both written and verbal communications
• Clear, easily understood telephone voice required
• Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals
• Ability to compute rate, ratio, and percent and to draw and interpret bar graphs
• Ability to address practical problems and handle variables in situations where only limited standardization exists
• Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form
• Demonstrate Thermo Fisher Scientific values – Integrity, Intensity, Innovation and Involvement

• Develops and maintains customer relationships
• Handles all facets of assigned customers, to include:
• Handles inbound customer calls to quickly assess and resolve customer issues.
• Enter orders into Enterprise system
• Communicate proactively with customers
• Track orders through system to ensure commitments are up-held.
• Investigate customer problems with product or deliveries and support resolution
• Process quotations
• Research invoice issues
• Process requests for literature
• Input samples requests when requested by customer
• Maintain customer files
• Follow up with customers on any order delays, complaints, or entry errors.
• Collaborate with other internal departments, acting as the customer’s representative
• Enter complaint notification into the complaint database
• Maintain pricing accuracy
• Update price files annually and distribute price lists to customers
• Set up new part numbers and initiate design control
• Assist other customer service reps as needed
• Has understanding of all lines of business to support any inbound phone line or customer request (both Chromatography and Environmental lines)
• Assist in mentoring new customer service representatives during their onboarding
• Assist in creation of job aids and tools to help team members with customer interactions
• Strives to provide an excellent overall customer experience
• Other miscellaneous duties as assigned