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Thermo Fisher Scientific · 18 hours ago

Customer Service Representative II

Grand Island, NY

Full-time

Onsite

Entry, Mid Level

$14.41/hr - $21.61/hr

2+ years exp

Thermo Fisher Scientific is a company dedicated to making a positive impact on a global scale. They are seeking a Customer Service Representative II to interact with customers and provide solutions to inquiries regarding products and services, while ensuring outstanding customer service in a fast-paced environment.

BioinformaticsBiotechnologyCloud Data ServicesConsultingHealth CareLife ScienceManagement Information SystemsOffice SuppliesPrecision Medicine

No H1B

Responsibilities

Provide professional communication via phone and email to our customers and internal support teams

Use sales order entry system, website and knowledge base resources to provide accurate and timely assistance with order placement and status inquiries (pricing, availability, order status, shipping details, billing questions as well as returns and cancellations

Accountable for resolving customer complaints (first call resolution) and escalates issues as appropriate

Answers product or service inquiries, troubleshoots and supports our customers in facilitating communication for technical assistance as required

Works with other departments within Thermo Fisher Scientific to find solutions for both internal and external customers

Attains established performance metrics including but not limited to: quality standards, after call work (ACW), average handle time (AHT) and follows-up on all actions in accordance with departmental standards. Achieves expected call and email productivity

Follows established service quality standards and meets order and inquiry processing time and maintains a high level of order accuracy

Stays abreast of new processes and initiatives within the company through training updates and coaching

Demonstrates our 4-I values – Intensity, Integrity, Innovation and Involvement

Qualification

Microsoft OutlookMicrosoft WordMicrosoft ExcelOracle JD EdwardsSAPCustomer service orientationMulti-taskingResourcefulnessInterpersonal skillsCommunication skillsProblem solvingAttention to detailOrganizational skillsTime management

Required

Must be legally authorized to work in the United States without sponsorship

High school diploma or equivalent required

Demonstrate proven understanding of personal computer applications such as Microsoft Outlook, Word, Excel and other programs

Displays a customer service orientation

Excellent interpersonal skills/friendly, outgoing personality and enjoys assisting others

Demonstrates superior communication skills including probing, active listening, and written skills. Ability to exhibit patience and empathy and diffuse customer dissatisfaction

This position requires repetitive typing, considerable interaction on the telephone and regular viewing of computer monitors

Proactive problem solving and decision-making

Demonstrate judgment, tact, and subtlety in looking after customers as well as the ability to handle confidential and/or proprietary information

Demonstrates attention to detail and quality

Organizational, time management and ability to multi-task in order to meet customer commitments in a fast-paced environment

Ability to learn and apply new information

Works independently and demonstrates resourcefulness

Preferred

2+ years of related customer service experience preferred

Prior experience working in Oracle JD Edwards Enterprise One Software and SAP Software preferred

Benefits

A choice of national medical and dental plans, and a national vision plan, including health incentive programs

Employee assistance and family support programs, including commuter benefits and tuition reimbursement

At least 120 hours paid time off (PTO), 10 paid holidays annually, paid parental leave (3 weeks for bonding and 8 weeks for caregiver leave), accident and life insurance, and short- and long-term disability in accordance with company policy

Retirement and savings programs, such as our competitive 401(k) U.S. retirement savings plan

Employees’ Stock Purchase Plan (ESPP) offers eligible colleagues the opportunity to purchase company stock at a discount