Job Details

Job Opportunity At Thermo Fisher Scientific

As a member of the Thermo Fisher Scientific team, you will carry out important work, such as assisting customers in finding cures for cancer, protecting the environment, or making sure our food is safe. Your work will have real-world impact! We will support you in achieving your career goals every step of the way.

The Advantage Business Support (ABS) team works with high profile accounts and supports all aspects of customer service within the scope of these accounts. This individual will also provide back up to our general customer service from time to time. Members of this team are trained on the account specific requirements and are encouraged to always provide a consistent high level of customer service. This position will have an emphasis on government accounts.

Key responsibilities:

• Responds to and resolves customer request, both email and phone, including processing orders, requests for pricing product availability, delivery, billing questions as well as returns and cancellations.
• Answers product or service inquiries, and supports customers 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 requests, complaints, and questions delivering with a first call resolution attitude and will raise issues when appropriate or the need emerges.
• Follows established service quality standards, meets established processing times and follow-up actions in accordance with departmental standards (after call work, order accuracy, etc.)
• Process EDI kick out errors.
• Follow multiple account specific SOP.
• Stays abreast of new processes and initiatives within the company.

Education, skills, and experience:

• High School education required; college degree preferred.
• Excellent social skills/friendly and outgoing personality and enjoys assisting others.
• Demonstrates outstanding communication skills including probing, active listening, and written skills.
• Ability to exhibit perseverance and empathy and diffuse customer dissatisfaction.
• Proactive problem solving and decision-making.
• Strong organization and planning skills in order to meet customer commitments in a fast-paced environment.
• Ability to embrace change and actively encourage others to remain positive through change.
• Ability to learn and apply new information.
• Ability to work both independently and within a team. Demonstrates resourcefulness.
• Creative problem-solving skills.
• Organizational and time management skills.
• Excellent listening, oral, and written communication skills.

Currently hold a customer service position and be fully trained on all customer service processes or possess equivalent experience and/or knowledge. Ability to navigate mainframe and work within multiple software programs, in addition to Microsoft Office, email and internet navigation preferred. Excellent product and process knowledge for a specific market or previous experience supporting specific client groups preferred.

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.

Compensation and benefits: The hourly pay range estimated for this position based in Georgia is $14.65$21.00. This position may also be eligible to receive a variable annual bonus based on company, team, and/or individual performance results in accordance with company policy. We offer a comprehensive total rewards package that includes medical and dental plans, employee assistance and family support programs, paid time off, retirement and savings programs, and more.

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.