ThermoFisher Scientific Hiring for Customer Service Representative II at Wilmington, North Carolina Full Time

Job Description

Customer Service Representative II

R-01216935

This role is remote and should be located on the East Coast.

Thermo Fisher Scientific is the world leader in serving science, with annual revenue over $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 sophisticated analytical challenges, growing efficiency in their laboratories, improving patient health through diagnostics or the development and manufacture of life-changing therapies, we are here to support them.

The Service Support Representative will provide service to include dispatches to Field service engineers and Independent service origination (ISO) to ensure equipment is functioning at manufacturing standards.

Responsibilities: • Carry out to Thermo Fisher Scientific protocols, consistencies and procedures. • l Ensure that Thermo Fisher’s customer satisfaction objectives are met or exceeded. • l Provide outstanding level of customer service to existing and new customer base. • l Interface closely with sales, service, and management to ensure customer happiness is improved • Effectively communicates and exchanges information among team members. • l Manage orders from multiple sources (fax, phone, EDI, and web). • Validate orders for compliance and accuracy. Work with channel partner or direct customer to accurate order discrepancies. • l • l Follow up and resolve all open orders assigned. • l Enter orders into Thermo Fisher system. • Assist customers requesting equipment service repair as received through incoming telephone calls • and email. l Validate product warranty/contract/billable status. • Verify customer account information to assure accurate billing and worksite; if incorrect, acquire required changes and communicates to Service Database Representative for installation Move/correction. • l • l Responsible for acquiring purchase order for billable service. • Ensure service orders are dispatched to trained FSE or ISO in accordance to Field Service FSE Abilities Matrix and Region.

Minimum Qualifications:

• High School diploma or GED.

• Associates Degree or equivalent work experience preferred

• Ability to work as a team mate” in a team environment to ensure all customer requirements are met.

• Demonstrated the ability to multi task efficiently with few errors.

• Organize and prioritize work, be proactive, take initiative, be a problem solver, follow through and simultaneously lead multiple priorities to ensure goals are met in a timely manner.

• Excellent oral and written communication, organizational skills.

Preferred Qualifications:

• 2+ years of customer service experience

• Excellent computer skills required; efficiency in Word, Excel, SFDC, Baan, SAP and SFDC preferred.

Our global team delivers an outstanding 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.

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.