Customer Service Representative II, Government ...
Work Schedule
Standard (Mon-Fri)Environmental ConditionsOfficeJob DescriptionAs a member of the Thermo Fisher Scientific Team, you will carry out important work, such as assisting customers in finding cures for cancer, protecting the environment, or making sure our food is safe. Your work will have real-world impact! We will support you in achieving your career goals every step of the way.
How will you make an impact?
The Advantage Business Support (ABS) team works with high profile accounts and support all aspects of customer service within the scope of these accounts. This individual will also provide back up to our general customer service from time to time. Members of this team are trained on the account specific requirements and are encouraged to always provide a consistent high level of customer service. This position will have an emphasis on government accounts.
What will you do?
Key Responsibilities:
- Responds to and resolves customer request, both email and phone, including processing orders, requests for pricing product availability, delivery, billing questions as well as returns and cancellations.
- Answers product or service inquiries, and support customers in facilitating communication for technical assistance as required.
- Works with other departments within Thermo Fisher Scientific and with our Suppliers to find solutions for both internal and external customers.
- Accountable for resolving customer requests, complaints and questions delivering with a First Call Resolution attitude and will raise issues when appropriate or the need emerges.
- Follows established service quality standards, meets established processing times and follow-up actions in accordance with departmental standards (after call work, order accuracy, etc.)
- Process EDI kick out errors.
- Follow multiple account specific SOP.
- Stays abreast of new processes and initiatives within the company.
How will you get there?
Education, skills, and experience
- High School education required; college degree preferred.
- Excellent social skills/friendly and outgoing personality and enjoys assisting other.
- Demonstrates outstanding communication skills including probing, active listening, and written skills. Ability to exhibit perseverance and empathy and diffuse customer dissatisfaction.
- Proactive problem solving and decision-making.
- Strong organization and planning skills in order to meet customer commitments in a fast-paced environment.
- Ability to embrace change and actively encourage others to remain positive through change.
- Ability to learn and apply new information.
- Ability to work both independently and within a team. Demonstrates resourcefulness.
- Creative problem-solving skills.
- Organizational and time management skills.
- Excellent listening, oral, and written communication skills.
Knowledge
- Currently hold a Customer Service position and be fully trained on all customer service processes or possess equivalent experience and/or knowledge.
- Ability to navigate mainframe and work within multiple software programs, in addition to Microsoft Office, email and Internet navigation preferred.
- Excellent product and process knowledge for a specific market or previous experience supporting specific client groups preferred.
About Thermo Fisher Scientific
Thermo Fisher Scientific Inc. is the world leader in serving science, with annual revenue exceeding $40 billion. Our Mission is to enable our customers to make the world healthier, cleaner, and safer. Watch as our colleagues explain 5 reasons to work with us. Whether our customers are accelerating life sciences research, solving complex analytical challenges, improving patient diagnostics and therapies or augmenting efficiency in their laboratories, we are here to support them. Our distributed team of more than 100,000 colleagues delivers an unrivaled combination of innovative technologies, purchasing convenience and pharmaceutical services through our industry-leading brands, including Thermo Scientific, Applied Biosystems, Invitrogen, Fisher Scientific, Unity Lab Services and Patheon. We share a common set of values – Integrity, Intensity, Innovation, and Involvement – working together to accelerate research, solve sophisticated scientific challenges, drive technological innovation and support patients in need. #StartYourStory at Thermo Fisher Scientific, where diverse experiences, backgrounds and perspectives are valued!
Please visit: http://jobs.thermofisher.com for available job posting(s).
Thermo Fisher Scientific is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, creed, religion, color, national or ethnic origin, citizenship, sex, sexual orientation, gender identity and expression, genetic information, veteran status, age or disability status.
Compensation and BenefitsThe hourly pay range estimated for this position based in Georgia is $14.65–$21.00.This position may also be eligible to receive a variable annual bonus based on company, team, and/or individual performance results in accordance with company policy. We offer a comprehensive Total Rewards package that our U.S. colleagues and their families can count on, which includes:- A choice of national medical and dental plans, and a national vision plan, including health incentive programs
- Employee assistance and family support programs, including commuter benefits and tuition reimbursement
- At least 120 hours paid time off (PTO), 10 paid holidays annually, paid parental leave (3 weeks for bonding and 8 weeks for caregiver leave), accident and life insurance, and short- and long-term disability in accordance with company policy
- Retirement and savings programs, such as our competitive 401(k) U.S. retirement savings plan
- Employees’ Stock Purchase Plan (ESPP) offers eligible colleagues the opportunity to purchase company stock at a discount