Job Details

Customer Service Representative II

Company name
Thermo Fisher Scientific Inc.

Location
Franklin, MA

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Job Description

When you’re part of the team at Thermo Fisher Scientific, you’ll do important work, like helping customers in finding cures for cancer, protecting the environment or making sure our food is safe. Your work will have real-world impact, and you’ll be supported in achieving your career goals.

Key Responsibilities

Reviews and modifies orders upon receipt and initiates order processing cycle.

Resolves order problems with customer regarding pricing, availability, terms, delivery, entity, etc.

Participates as a key member of the overall call center.

Interact with other departments and sites to ensure timely shipment of orders. Expedite as required.

Prepare quotes and respond to RFQ’s.

Achieve fundamental knowledge of all product lines and operational processes to ensure on-time shipping for these orders managed out of the call center.

Provide return authorizations and assist in accounting issues.

Process credits as needed, and assist accounting team on resolving post shipment issues and discrepancies.

Process credit card orders expeditiously and correctly for prompt billing.

Notification to customer proactively on impending shipments.

Aware of SOPs and asks questions as appropriate

Handle warranty issues including replacements and return of faulty items

Manage fax servers/email boxes to ensure orders and inquiries are handled in a timely manner

Manage key accounts as assigned

Work closely with sales on any account issues or special handling of orders

Work directly with sales and applications teams on large systems order ensuring timely entry and setup of orders

Distribute order confirmations to customers, distributors and sales managers

Support Front Desk as necessary

Participate in Practical Process Improvement events

International Responsibilities

Interface with freight forwarders regarding shipments and any issues

Utilize Service website for screening of every order to ensure export compliance

Organize and maintain order and shipment files in accordance with US/UK custom export and corporate retention policies

Minimum Requirements/Qualifications:

High school diploma or GED

Associate’s degree or equivalent experience required

3 years of experience in Customer Service

Technical aptitude experience in equipment, service and support environment

Excellent communication both written and verbal including computer, reporting, and analytical skills

Strong understanding of SAP and/or AS400

Strong understand of order transaction and supply chain

Proficient with Outlook, Word, Excel

Detail-Oriented and strong team-work skills

Ability to multi-task and prioritize

Experience working in a call center environment

International shipping, documentation, incoterms, logistics experience is a plus

Salesforce experience a plus

At Thermo Fisher Scientific, each one of our 50,000 extraordinary minds has a unique story to tell. Join us and contribute to our singular mission—enabling our customers to make the world healthier, cleaner and safer. Apply today http://jobs.thermofisher.com

Thermo Fisher Scientific is an EEO/Affirmative Action Employer and does not discriminate on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, disability or any other legally protected status.

Thermo Fisher Scientific is an EEO/Affirmative Action Employer and does not discriminate on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, disability or any other legally protected status.

Company info

Thermo Fisher Scientific Inc.
Website : http://www.thermofisher.com

Company Profile
Thermo Fisher Scientific Inc. (NYSE: TMO) is the world leader in serving science, with revenues of $17 billion and 50,000 employees in 50 countries. Our mission is to enable our customers to make the world healthier, cleaner and safer. We help our customers accelerate life sciences research, solve complex analytical challenges, improve patient diagnostics and increase laboratory productivity. Our four premier brands - Thermo Scientific, Life Technologies, Fisher Scientific and Unity Lab Services - offer an unmatched combination of innovative technologies, purchasing convenience and comprehensive support.

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