Sr. Customer Service Representative

Thermo Fisher Scientific is dedicated to making the world healthier, cleaner, and safer. As a Senior Customer Service Representative, you will provide exceptional support throughout the customer lifecycle, handling administration, order management, quotations, and master data maintenance while collaborating with cross-functional teams to ensure outstanding service.

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
• 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:

• 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
• Assist customers requesting equipment service repair as received through incoming telephone calls and email
• 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