Sr. Customer Service Representative

Thermo Fisher Scientific

4d • Remote

About The Position

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. - Illinois Only
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.

Requirements

• High School Diploma/GED Required, Bachelor's Degree preferred
• Minimum 3 years prior 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.
• Should be 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.

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

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: High school or GED
• Number of Employees: 5,001-10,000 employees