Job Details

Team Leader Customer Service

Company name
Thermo Fisher Scientific Inc.

Asheville, NC, United States

Employment Type

Customer Service, Manager

Posted on
Oct 03,2019

Valid Through
Jan 16,2020

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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.

Position Summary

: Responsible for daily oversight of the Returns Call Center activities, including frontline phone support, email support, and returns workgroup case load. The Returns Team Lead will monitor daily queues to ensure returns are processed with timeframes set by management and Returns and Contracts teams as needed.


Adhere to Thermo Fisher Scientific protocols, consistencies and procedures.

Ensure that Thermo Fisher’s customer satisfaction objectives are met or exceeded.

Provide high level of customer service to existing customers.

Interface closely with sales, service, and management to ensure customer satisfaction is maximized.

Effectively communicate and exchange information among team members.

Monitor salesforce return queues and staffing levels to ensure service levels are met or exceeded.

Review daily agent reports for compliance to individual and group objectives (such as, returns processed and backlog)

Identify and implement process improvements. Standardization of processes and the elimination of non-value added activities is required to improve overall group efficiency and maximize resource utilizations.

Assist with daily staffing and returns associates, including review and approval of PTO.

Perform service observations (quality evaluations) in accordance with the Customer Service Quality Program Guidelines. Coach agents to meet quality objectives.

Coordinate department training to include ERP and master session, systems knowledge and communication/customer service skills.

Respond to customer feedback through CAS survey alerts.

Responsible for meeting all required department and company training goals and expectations.

Support Practical Process Improvement (PPI) methodology and participate in initiatives as required.

Maintain a working knowledge of Thermo Fisher products within customer returns environment.

Provide first level escalation support to Returns Representatives.

Perform other duties as assigned by Management.

Minimum Qualifications:

Requires high school diploma or GED

1 year customer service experience.

Excellent Computer skills required; efficiency in Word and Excel.

Excellent communication skills; both oral and written.

Must be able to organize and prioritize work, be proactive, take initiative, resolve problems, follow through and simultaneously manage multiple priorities to ensure goals are met in a timely manner.

Preferred Qualifications:

2-3 years customer service experience preferred.

Associates or Bachelor’s degree preferred.

At Thermo Fisher Scientific, each one of our 70,000 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!

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.

If you are an individual with a disability who requires reasonable accommodation to complete any part of our application process,

click here

for further assistance.

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 :

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