Job Description

Work Schedule Standard (Mon-Fri)Environmental Conditions OfficeCompany InformationAbout Thermo Fisher Scientific Inc.Thermo Fisher Scientific Inc. (NYSE: TMO) is the world leader in serving science. Our mission is to enable our customers to make the world healthier, cleaner and safer. With revenues of more than $10 billion, we have approximately 35,000 employees and serve customers within pharmaceutical and biotech companies, hospitals and clinical diagnostic labs, universities, research institutions and government agencies, as well as in environmental and process control industries. We build value for our key partners through two outstanding class brands, Thermo Scientific and Fisher Scientific, which offer an outstanding combination of continuous technology development and the most convenient purchasing options. Our products and services help accelerate the pace of scientific discovery, and seek analytical challenges ranging from sophisticated research to routine testing to field applications. Visit www.thermofisher.com.Position SummaryThe Customer Care Administrator II is a key role in providing exceptional service to both external and internal clients, contributing to the achievement of our business goals and objectives. Your dedication and passion is key to a successful career as a confident and strong customer advocate.!Key Responsibilities

• Respond to and resolve internal and external customer requests and inquiries, including pricing, product availability or returns, and delivery, to ensure customer satisfaction.
• Collaborate with cross-functional teams, such as Operations, Technical Support, Logistics, Purchasing, Sales, and Marketing, to ensure timely and accurate shipment of products and resolution of issues.
• Identify customer needs and resolve within established performance expectations and departmental procedures.
• Document all customer interactions accurately and perform follow-up actions in accordance with departmental standard operating processes and procedures.
• Stay up to date with new processes and initiatives within the company to continuously improve service delivery.
• Successfully complete any additional duties as assigned.

Non-Negotiable Hiring Criteria

• Fluently Bilingual in French and English, both Written and Oral
• High school Diploma or equivelent
• Minimum of 1 year of call center or customer service experience
• Proficiency in Microsoft Office Suite.
• Equivalent experience in a call center or customer care role.

Knowledge, Skills, and AbilitiesTo excel in this role, the following knowledge, skills, and abilities are required:

• Ability to adhere to a structured telephone schedule.
• Strong keyboarding skills.
• Demonstrated outstanding interpersonal skills, including active listening and questioning abilities.
• Excellent problem-solving skills.
• Demonstrates attention to detail and a commitment to providing exceptional service delivery.
• Ability to work independently in a fast-paced environment.
• Works independently and demonstrates resourcefulness.
• Quick to learn and apply new information.
• Excellent interpersonal skills with a friendly and outgoing personality, enjoying assisting others.
• Adaptable and flexible in response to changing priorities and customer needs.

Physical ActivitiesTo successfully perform the duties of this role, the following physical activities are required:

• Sitting for approximately 90% of the working day, with intermittent walking and standing.
• Use of a headset for approximately 90% of the working day.
• Keyboarding for 75-90% of the working day.
• Handling papers and office equipment for approximately 10% of the working day.
• Stoops and bends when using files, accounting for approximately 10% of the working day.

Thermo Fisher Scientific