Group: Life Sciences Solutions Group
Division: LSG Commercial
Business Unit: Commercial Global Service Support & Customer Service
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.
Location/Division Specific Information
This opportunity will be based in either Grand Island, NY or Rockford, IL reporting into the Customer Care CPS group which supports over 26 specialty and custom processes managing custom reserves and standing orders.
How will you make an impact?
As a product leader you will deliver an exceptional customer experience at every turn – from pre-purchase to post-purchase. Primary contact for processing all incoming catalog inquiries via telephone, mail, facsimile, direct order entry and electronic data interchange systems. Provide specialized support to key strategic customers.
What will you do?
Respond positively to and expeditiously process all incoming telephone inquiries and orders. Increase revenue by participating in up-sell and cross-sell promotions. Adhere to SOP’s and departmental training guidelines. Follow established service quality standards and meet established telephone order processing time standards (talk time, after call work, order accuracy etc.) Assess individual customer requirements and direct activities to appropriate departments. Utilize sales order entry system, catalogs, price lists and sales aids to provide accurate information to customers, including interpreting quotes and promotions and credit policies. Maintain daily reports, and other records; provide reports as required. Complete assigned project work and identify opportunities for process improvements. Respond quickly and professionally to all customer inquiries, including pricing, availability, order status, shipping details, etc. May be required to perform other related duties as required and/or assigned.
Nature and Scope
Must demonstrate judgment, tact and diplomacy in dealing with internal and external customers as well the ability to handle confidential and/or proprietary information. Job encounters recurring and routine work situations with occasional variations from the norm. Works on assignments that are moderately complex in nature where judgment is required in resolving problems and making routine recommendations. Normally receives no instruction on routine work, general instruction on new assignments. Accuracy is required in performing all functions of this position. Initiative and organization skills are extremely valuable to ensure good customer service. May serve in various teams according to business needs.
How will you get here?
- Requires a high school diploma or equivalent. Bachelor’s degree is preferred in Business Administration or a scientific discipline
- Must be able to become proficient in Life Technologies’ order entry systems and processes.
- Requires a minimum of 3 to 4 years of related customer service experience preferably with 1 to 2 years in an E-Commerce environment.
- Must demonstrate working knowledge of personal computer applications such as SalesForce, Oracle JD Edwards EnterpriseOne Software, SAP Software, Microsoft Word, Excel and PowerPoint.
- Must have the ability to identify and solve problems and to multi-task under deadline.
- Excellent written and oral communication skills are required.
- Must possess self-motivation, enthusiasm, and positive attitude and perform as a team player
At Thermo Fisher Scientific, each one of our 65,000 extraordinary minds has a unique story to tell. Join us and contribute to our singular mission—enabling our customers to make the world healthier, cleaner and safer.
Apply today! http://jobs.thermofisher.com
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