Job Description

Bilingual Senior Customer Representative - Hybrid
How will you make an impact?

When you\xe2\x80\x99re part of the team at Thermo Fisher Scientific, you\xe2\x80\x99ll do important work, like helping customers in finding cures for cancer, protecting the environment or making sure our food is safe and you\xe2\x80\x99ll be valued and recognized for your performance. With dedicated managers and inspiring coworkers to support you, you\xe2\x80\x99ll find the resources and opportunities to make meaningful contributions to the world while building a vibrant career!

What will you do?
Unity Lab Services, part of Thermo Fisher Scientific, provides a single source for integrated lab service, support and supply management. Our customized service offerings and world-class service experts have the flexibility and experience to address our customer\xe2\x80\x99s business needs uniquely. Whether they are looking to arrange for service on one instrument or seeking resources to manage service and support for all their labs, there is a Unity Lab Services solution to meet their business needs.

The Customer Service Representative is primarily responsible for the processing of external and internal customer service requests. As a front-line representative, this position directly influences customer allegiance. This position requires extensive interaction with other departments within the company to ensure that our commitments to our customers are met.
Responsibilities:

• Responds to and resolve internal and external customer requests and inquiries which involve service requests, product availability or returns, terms and conditions, vendor information, and delivery.
• Identifies customer needs, and appropriate course of action within established performance expectations and departmental procedures.
• Appropriately assess customer focused concerns and escalate or resolve as needed.
• Interacts with multiple areas including internal customers such as Operations, Technical Support, Logistics, and external suppliers to ensure timely and accurate shipment of products and issue resolution.
• Documents transactions and performs follow-up actions in accordance with departmental standard operating processes and procedures.
• Review and understand all departmental Functional Procedures and work instructions.
• Assist in maintaining customer information and updating ship-to and bill-to addresses.
• Process customer and Field Service quotation requests.
• Creating and processing Parts returns

How will you get here?

Requirements:
Education

• High school graduate or GED required Bachelor\xe2\x80\x99s Degree preferred Experience

Experience

• 2+ years of work experience, customer service or industry-related experience preferred

Knowledge, Skills, Abilities

• Proficient in Microsoft Office Suite, (Word, PowerPoint, Excel and Outlook), Knowledge of AS400 and Lotus Notes will be an asset
• Displays a customer service orientation with excellent social skills
• Demonstrates outstanding social skills including probing, active listening and writing skills
• Ability to exhibit patience and empathy to diffuse customer dissatisfaction
• Proactive problem-solving, attention to detail and decision making

About Thermo Fisher Scientific

Thermo Fisher Scientific Inc. is the world leader in serving science, with annual revenue exceeding $40 billion. Our Mission is to enable our customers to make the world healthier, cleaner and safer. Watch as our colleagues explain 5 reasons to work with us. Whether our customers are accelerating life sciences research, solving complex analytical challenges, improving patient diagnostics and therapies or augmenting efficiency in their laboratories, we are here to support them. Our distributed team of more than 100,000 colleagues delivers an unrivaled combination of innovative technologies, purchasing convenience and pharmaceutical services through our industry-leading brands, including Thermo Scientific, Applied Biosystems, Invitrogen, Fisher Scientific, Unity Lab Services and Patheon. We share a common set of values - Integrity, Intensity, Innovation and Involvement - working together to accelerate research, solve sophisticated scientific challenges, drive technological innovation and support patients in need. #StartYourStory at ThermoFisher Scientific, where diverse experiences, backgrounds and perspectives are valued!

Apply today! Please visit us at http://jobs.thermofisher.com

Thermo Fisher Scientific is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, creed, religion, color, national or ethnic origin, citizenship, sex, sexual orientation, gender identity and expression, genetic information, veteran status, age or disability status.