Sr. Customer Service Representative

Thermo Fisher Scientific•Bannockburn, IL

2d•$17 - $22•Remote

About The Position

As part of the Thermo Fisher Scientific team, you’ll discover meaningful work that makes a positive impact on a global scale. Join our colleagues in bringing our Mission to life every single day to enable our customers to make the world healthier, cleaner and safer. We provide our global teams with the resources needed to achieve individual career goals while helping to take science a step beyond by developing solutions for some of the world’s toughest challenges, like protecting the environment, making sure our food is safe or helping find cures for cancer. Join our team at Thermo Fisher Scientific as a Senior Customer Service Representative, where you'll contribute to our mission to make the world healthier, cleaner, and safer. You'll provide exceptional support throughout the customer lifecycle, handling administration, order management, quotations, and master data maintenance. Working in a diverse environment, you'll collaborate with cross-functional teams to deliver outstanding service while maintaining the highest standards of accuracy and professionalism. This role offers professional development opportunities while contributing to groundbreaking scientific advances. Location/Division-Specific Information Remote/Instrument & Enterprise Services for Laboratory Equipment Division. Discover Impactful Work: Directly collaborate with customers to coordinate the scheduling of service. Establish confirmation communications with the customer as well as post-service courtesy calls. Coordinate and track scheduling timeline with Field Service. A Day in the Life: Handle scheduling service requests for the ULS division ensuring services are performed timely and meet customer expectations. Facilitate customer concerns of issues if vital. Drive customer solutions. Handle scheduling service requests for the ULS division ensuring services are performed timely and meet customer expectations. Oversee the service scheduling process through service completion. Directly interface with customers to coordinate the scheduling of service. Establish confirmation communications with the customer as well as post service courtesy calls. Coordinate and track scheduling timeline with Field Service. Ensure training and application support activities are coordinated and scheduled. Facilitate escalation of issues if necessary. Drive customer solutions. Thank you for your interest as you consider starting a new career journey with us. As the world leader in serving science, our colleagues develop critical solutions through innovation—and build rewarding careers. Discover their extraordinary stories and connection to our Mission to enable our customers to make the world healthier, cleaner and safer. Their work is a story of purpose. What story will you tell? Thermo Fisher Scientific Inc. is the world leader in serving science, with annual revenue of more than $40 billion. Our Mission is to enable our customers to make the world healthier, cleaner and safer. Whether our customers are accelerating life sciences research, solving complex analytical challenges, increasing productivity in their laboratories, improving patient health through diagnostics or the development and manufacture of life-changing therapies, we are here to support them. Our global team 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, Patheon and PPD. We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodation. 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.

Requirements

3+ years experience working in customer service and/or in a scheduling function
Possess communication skills, written and verbal, to clearly express their ideas, share technical information, communicate well with customers and various levels of the organization write procedures, and develop plans.
Possess analytical and critical thinking abilities to evaluate, and interpret information and procedures, and make timely decisions in a fast-paced, changing work environment.
Possess interpersonal skills to meet deadlines and assist staff in multi-tasking.
Be able to apply good judgment and decision-making skills in taking care of a variety of routine and non-routine issues.
Self-motivated, stress and pressure resistant, as well as a quick learner.
Intermediate proficiency in computer applications: i.e. Microsoft Word & Excel, Outlook.
Ability to produce accurate high-quality work with attention to detail.
Ability to work well both independently as well as within a team environment.
Ability to work overtime as decided by workload.
Demonstrate Thermo Fisher Scientific values - Integrity, Intensity, Innovation, and Involvement.
Must be legally authorized to work in the United States without sponsorship now or in the future.
Must be able to pass a comprehensive background check and drug screen.

Responsibilities

Directly collaborate with customers to coordinate the scheduling of service.
Establish confirmation communications with the customer as well as post-service courtesy calls.
Coordinate and track scheduling timeline with Field Service.
Handle scheduling service requests for the ULS division ensuring services are performed timely and meet customer expectations.
Facilitate customer concerns of issues if vital.
Drive customer solutions.
Oversee the service scheduling process through service completion.
Ensure training and application support activities are coordinated and scheduled.
Facilitate escalation of issues if necessary.
Assist customers requesting equipment service repair as received through incoming telephone calls and email.

Benefits

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

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