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Job ID :
62364BR
Location :
US - Illinois - Rockford|US - New York - Grand Island
:
Job Description
Group: Life Sciences Solutions Group
Division: LSG Commercial
Business Unit:
Commercial Global Service Support & Customer Service
Band: 3

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.

What will you do?

  • Respond positively to and expeditiously process all incoming telephone inquiries and orders, including advanced and escalated issues.
  • Adhere to SOP’s and departmental training guidelines; may participate in developing responses for standard inquiries. Follow established service quality standards and meet established telephone order processing time standards (talk time, after call work, order accuracy etc).
  • Assess often-complex 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, credit policies and specific ordering trends.
  • Provide required documentation related to each particular order to meet shipping schedules (i.e. material safety data sheets, certificates of analysis, custom orders etc.)
  • Provide expertise and guidance to other Customer Care Representatives.
  • May be required to act in a “lead” role, coaching and assisting other members of the team.
  • May be required to perform other related duties as required and/or assigned.

How will you get here?

Education
  • Requires a high school diploma or equivalent. Bachelor’s degree is preferred in Business Administration or a scientific discipline.
Experience
  • 2 years of related customer service experience with order entry systems and processes experiences preferred.
  • Excellent written and oral communication skills are required.
  • must demonstrate judgment, tact and diplomacy in dealing with internal and external customers, as well the ability to handle confidential and/or proprietary information.
  • Works on assignments that are moderately complex in nature, recurring and routine situations with occasional variations where judgment is required in resolving problems and making routine recommendations.
  • Ability to work independently since normal routine work will be assigned with minimal supervision with general instruction provided 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. Must possess self-motivation, enthusiasm, and positive attitude and perform as a team player.
  • Must have a working knowledge of personal computer applications such as Microsoft Word, Excel, PowerPoint and Outlook.
  • Must demonstrate the ability to identify and solve problems, and to multi-task under deadlines.
  • Must be flexible with hours worked to support various department hours beyond typical business hours. Some Holiday work may be required.
  • May serve in various teams according to business needs.

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.


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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