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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