Senior Customer Care Representative

Thermo Fisher Scientific•Grand Island, NY

2d•Onsite

About The Position

The Senior Customer Care Representative provides professional support to customers and internal teams by phone and email. The role addresses a range of service needs, including pricing, order status, order placement, delivery coordination, returns, and customer concerns. The position is on-site and includes in-person training, coaching, and mentoring. The representative contributes to customer satisfaction and company objectives while collaborating with on-site colleagues to deliver a high-quality customer experience.

Requirements

High school diploma or equivalent.
Two years of customer service experience.
Experience with computer applications such as Microsoft Office Suite.
Ability to work in a fast-paced environment involving typing, substantial phone interaction, navigating numerous applications, and using multiple monitors.
Strong communication skills, including probing, active listening, and written communication.
Ability to demonstrate patience and empathy and defuse customer dissatisfaction.

Responsibilities

Communicate professionally by phone and email with customers and internal support teams.
Provide accurate, timely assistance with order placement and customer inquiries, and route calls and emails appropriately.
Resolve customer complaints and concerns with empathy and patience, aiming for customer satisfaction.
Follow service quality standards, meet order and inquiry processing times, and maintain order accuracy.
Participate in classroom, side-by-side, and self-paced training; learn and apply new information and processes.
Work independently with self-motivation and resourcefulness.
Participate in and lead team meetings to share updates and best practices and foster a positive team environment.
Identify process improvements and work with leaders to implement changes.
Support other Customer Care functions, projects, process-improvement work, and other assigned duties.
Provide pricing, order-status information, delivery coordination, return processing, and other customer-service support.

Benefits

Medical, dental, and vision benefits effective day one.
Paid time off and holidays, including at least 120 hours of PTO and 10 paid holidays annually.
Eligibility for an annual variable incentive program or bonus, subject to company policy and performance results.
401(k) retirement savings program.
Tuition reimbursement, available after 90 days.
Employee referral bonus.
Employee discount program.
Employee assistance and family support programs, including commuter benefits.
Charitable gift matching.
Company-paid parental leave, including bonding and caregiver leave.
Accident and life insurance, and short- and long-term disability in accordance with company policy.
Employee stock purchase program, with eligible colleagues able to purchase company stock at a discount.
Career advancement opportunities.