Sr Customer Service Representative Job at Thermo Fisher Scientific, Rockwood, TN

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  • Thermo Fisher Scientific
  • Rockwood, TN

Job Description

Work Schedule

Standard (Mon-Fri)

Environmental Conditions

Office

Department : Customer Service

Location : On-site in Rockwood, TN

Reporting Relationships :

Reports to : Customer Experience Manager

Duties and Responsibilities

  • Develops and maintains customer relationships

  • Handles all facets of assigned customers, to include:

  • Handles inbound customer calls to quickly assess and resolve customer issues.

  • Enter orders into Enterprise system

  • Communicate proactively with customers

  • Track orders through system to ensure commitments are up-held.

  • Investigate customer problems with product or deliveries and support resolution

  • Process quotations

  • Research invoice issues

  • Process requests for literature

  • Input samples requests when requested by customer

  • Maintain customer files

  • Follow up with customers on any order delays, complaints, or entry errors.

  • Collaborate with other internal departments, acting as the customer’s representative

  • Enter complaint notification into the complaint database

  • Maintain pricing accuracy

  • Update price files annually and distribute price lists to customers

  • Set up new part numbers and initiate design control

  • Assist other customer service reps as needed

  • Has understanding of all lines of business to support any inbound phone line or customer request (both Chromatography and Environmental lines)

  • Assist in mentoring new customer service representatives during their onboarding

  • Assist in creation of job aids and tools to help team members with customer interactions

  • Strives to provide an excellent overall customer experience

  • Other miscellaneous duties as assigned

Minimum Education and Experience Requirements

  • High School Graduate or equivalent required. Associates or technical degree preferred.

  • 2+ years of customer service experience preferred.

Knowledge, Skills, and Abilities used to perform work functions

  • Communicate effectively using accurate grammar in both written and verbal communications

  • Clear, easily understood telephone voice required

  • Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals

  • Ability to compute rate, ratio, and percent and to draw and interpret bar graphs

  • Ability to address practical problems and handle variables in situations where only limited standardization exists

  • Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form

  • Demonstrate Thermo Fisher Scientific values – Integrity, Intensity, Innovation and Involvement

Benefits

We offer competitive remuneration, annual incentive plan bonus, healthcare, and a range of employee benefits. Thermo Fisher Scientific offers employment with an innovative, forward-thinking organization, and outstanding career and development prospects. We offer an exciting company culture that stands for integrity, intensity, involvement, and innovation!

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.

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