Work Schedule
Standard (Mon-Fri)

Environmental Conditions
Office

Job Description

International Sr. Customer Service Representative

When you're part of the team at Thermo Fisher Scientific, you'll do important work, like helping customers in finding cures for cancer, protecting the environment or making sure our food is safe. Your work will have real-world impact, and you'll be supported in achieving your career goals.

Responsibilities:

• Typical hours are Monday through Friday, 8:00a - 5:00p, on-site.
• Enforce to Thermo Fisher Scientific protocols, consistencies and procedures.
• Ensure that Thermo Fisher's customer happiness objectives are met or exceeded.
• Provide high level of customer service to existing and new customer base.
• Interface closely with sales, service, and management to ensure customer happiness is improved.
• Optimally communicate and exchange information among team members.
• Support Practical Process Improvement (PPI) methodology and participate in initiatives as the need arises.
• Responsible for meeting all required department and company training goals and expectations.
• Responsible for answering high volume of customer calls in the divisional call center and the ability to accurately advise callers to the proper company within Thermo Fisher, including other divisions.
• Responsible for answering calls from customers, channel partners, distributors, and sales representatives for all Laboratory Products and accessing several different computer systems to acquire the vital information to assist customers.
• Process telephone orders placed with verbal P.O. or credit card., have an understanding of all product lines and the product knowledge to accurately detail our products to customers, distributors, and sales representatives.
• Responsible for presenting (written and verbal) daily with customers (both internal and external), distributors and sales representatives regarding sales channels, product lines, equipment, descriptions, features, terms and conditions, specifications, warranties, freight terms, deliveries, pricing, policies, freight estimates, inside delivery estimates, returns installation and any other requirements to fulfill the conditions of contracts and orders.
• Acts as the liaison between the customer and internal contacts.
• Required to meet defined goals within upper and lower control limits to meet overall department service levels.

• High school graduate or GED is minimally required.
• 2-3 years of customer service experience.
• Excellent Digital literacy required, proficiency in Word and Excel.
• Excellent communication skills; both oral and written.