Work Schedule
Standard (Mon-Fri)

Environmental Conditions
Office

Job Description

Become part of the Thermo Fisher Scientific team and have a global impact. Our Mission is to make the world healthier, cleaner, and safer, and we need your help. Work on exciting projects like environmental protection, food safety, and cancer research to develop solutions that address critical issues.

How will you make an impact?

The Customer Service Returns Representative will provide high-level customer service to internal and external customers with the goal of maintaining meaningful business relationships. Our ideal candidate will be customer oriented, an advocate for Thermo Fisher Scientific, and be eager to drive growth.

• Adhere to Thermo Fisher Scientific protocols, consistencies and procedures.
• Ensure that Thermo Fisher's objectives for customer happiness are met or exceeded.
• Provide high level of customer service to existing and new customer base by handling customer returns.
• Collaborate with Order Management to record delivery dates for returns purposes.
• Advance problem orders to Customer Care Team Lead and/or Customer Care Supervisor as directed.
• Help with resolving various issues such as replacements, freight damage, no charge items, and return accuracy, while following the product acceptance and return policy.
• Collaborate closely with sales, supply chain, and order management to ensure customer happiness is improved.
• Effectively communicate and exchange information among team members and other Thermo Fisher personnel, channel partners and customers.
• Meet all required department and company training goals and expectations.
• Support Practical Process Improvement (PPI) methodology and participate in initiatives as required. Recommends process improvements and with coordination of supervisor, serves on PPI and other process improvement teams or projects.
• Display a positive friendly demeanor toward customers, co-workers and management.

• GED or equivalent experience is required.
• 3-5 years of customer service experience required.

• Coordinate and prioritize work, be proactive, take initiative, resolve problems, follow through, and simultaneously handle various tasks to ensure timely goal achievement.
• Excellent Digital literacy required; efficiency in Word and Excel.
• Excellent communication skills required; both oral and written.
• Acquire detailed product knowledge and possess computer proficiency.
• Must be a great teammate and dedicated to being an active, participating team member.