Sr. Customer Service Representative

Thermo Fisher Scientific is a global leader in scientific solutions aimed at making the world healthier, cleaner, and safer. The Senior Customer Service Representative will provide exceptional support throughout the customer lifecycle, including administration, order management, quotations, and master data maintenance. This role involves collaborating with cross-functional teams to deliver outstanding service and maintain high standards of accuracy and professionalism.

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

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