Work Schedule
Standard (Mon-Fri)
Environmental Conditions
Office
Job Description
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
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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!