Careers at ThermoFisher Scientific

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Job ID :
Location :
US - Illinois - Hanover Park
Job Description

Position Summary:

A Customer Service Representative (CSR) interacts with customers via inbound call or email to provide them with information to address requests regarding products and services and to provide solutions to any issues. CSRs provide exceptional customer service, promptly and accurately when responding to the customer requests.

Key Responsibilities:

  • Responds to and resolves customer requests including processing orders, requests for pricing, product availability, delivery, billing questions as well as returns and cancellations.
  • Answers product or service inquiries, and support customer in facilitating communication for technical assistance as required
  • Works with other departments within Thermo Fisher Scientific and with our Suppliers to find solutions for both internal and external customers.
  • Accountable for resolving customer complaints (First Call Resolution) and escalates issues as appropriate.
  • Follows established service quality standards and meets established processing times and follow-up actions in accordance with departmental standards (after call work, order accuracy etc.)
  • Increases revenue by participating in up sell and cross-sell opportunities.
  • Stays abreast of new processes and initiatives within the company

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

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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