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Job ID :
58311BR
Location :
US - Massachusetts - Tewksbury
:
Job Description


When you’re part of the team at Thermo Fisher Scientific, you’ll do important work, and you’ll be valued and recognized for your performance. With talented managers and inspiring coworkers to support you, you’ll find the resources and opportunities to make significant contributions to the world.

Positon Summary:

This position is responsible for entering and maintaining orders and quotes as they are requested by customers. Processing a high volume of orders ensuring the details of the order are correct as they are processed to ensure timely and efficient service for our customers.

Responsibilities

  • Immediate and timely response to telephone orders, inquiries and complaints in a prompt, accurate, and courteous manner following standard processes and procedures.
  • Triage all customer complaints and determine the best course of action to rectify the issue balancing both the customer’s needs and the overall potential impact to the Company’s bottom line.
  • Gathers information from the caller to identify customer's needs and determine appropriate action and effectively communicates appropriate options for resolution.
  • Investigates and attempts to resolve customer complaints using the company computer system to research/resolve inquiries and log customer issues or comments.
  • Conduct appropriate research on all orders including, collaborating with others in the organization such as shipping, accounting, technical support and purchasing, ensuring follow through with the customers occurs with timely and effective resolutions.
  • Process orders with international shipping rules & regulations.
  • Comply with governmental rules & regulations.
  • Comply with import & export regulations.
  • Continuously enhances knowledge of product lines and offerings, as well as customer service policies and procedures and order flow/ fulfillment.
Minimum Requirements/Qualifications:
  • High School diploma or equivalent
  • Displays a customer service orientation. Excellent interpersonal skills/friendly and outgoing personality, and enjoys assisting others.
  • Demonstrates superior communication skills including probing, active listening and written skills. Ability to exhibit patience and empathy and diffuse customer dissatisfaction.
  • Proactive problem solving and decision-making.
  • Demonstrates attention to detail and quality.
  • Organization and planning skills in order to meet customer commitments in a fast paced environment.
  • Ability to learn and apply new information.
  • Works independently and demonstrates resourcefulness.
  • Good PC knowledge and excellent keyboarding skills
Non-Negotiable Hiring Criteria:
  • 0 - 2 years customer service experience.
  • High School education required; college degree preferred
  • Creative problem solving skills
  • Organizational and time management skills
  • Excellent listening, oral, and written communication skills
  • Excellent product and process knowledge for a specific market
  • Solid understanding of computer basics


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




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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