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.

How will you make an impact?
As a Customer Care Representative in our Export department you will be responsible for providing service to our Subsidiaries from overseas and external customers through the placement and monitoring of orders. Process email orders; provide pricing, availability, cross-reference, researching & sourcing of products for customers. This position will also respond to post-order customer service requests such as handling customer problems and complaints; returns, provide back order reports and communicating anticipated delays.
 

What will you do?

• Process orders received from Thermo Fisher Scientific subsidiaries from overseas and from external customers.
• Reviews orders for completeness, export compliance and company policies.
• Monitors orders for timely delivery and works with suppliers to expedite. Keeps customers advised of delivery updates.
• Provide back order reports as needed and notifies customers of any irregularities or delivery delays of items and the proper remedies that will be required.
• Prepares quotations and includes freight charges, if required.
• Knowledge of documentation requirements, acceptable payment terms and mode of shipment for assigned countries.
• Document order instructions to ensure proper preparation of export documentation and routing.
• Maintains orders with proper holds to update status. Maintains order comments with current information.
• Manage all aspects of the full service order process (consolidated shipments, containers, commercial invoices, export packing guidelines)
• Match, export compliance and company policies export orders received from customer to any existing quotation or pricing agreement that is applicable to that order.
• Assist customers with best shipping methods on consolidation and container loads.
• Operates as a back-up member of the phone group responsible for incoming orders and order status inquiries received by telephone.
• Monitors orders for timely delivery and works with Purchasing to expedite. Keeps customers advised of delivery updates.
• Researches and responds to inquiries within defined time limits.
• Knowledge of procedure to ship hazardous materials.
• Attends internal/external training as necessary, which will include all products, Export Documentation, Export Compliance and any other function that relates to work duties.
• Processes requests for returns due to non-technical reasons.
• Other duties as assigned.
• Participates in Practical Process Improvement (PPI).

How will you get here?
Education

• High School Diploma required

• 2+ years of international customer service related experience including export compliance, documentation or logistics.
• Proven Experience in import/export or Int’l logistics
• Proven Experience with export documentation requirements

• Knowledge and practical understanding of US Export Compliance Law
• Proficiency with standard computer applications such as Microsoft Office, Internet Explorer and an email program such as Microsoft Outlook or Excel.
• Must have practical technical knowledge of export procedures to be able to process quotations.
• Flexibility to adapt to changing priorities and new computer systems
• Ability to produce accurate high quality work with attention to detail
• Ability to work well both independently as well as within a team environment
• Ability to solve problems
• Ability to multi-task to meet deadlines
• Ability to work in a changing environment
• Must possess clear, concise writing and speaking skills to be able to communicate effectively with customers, suppliers, freight forwarders and other departments.

Preferred Qualifications:

• Associate’s degree, Bachelor’s preferred.
• Fluency in written and spoken English, Spanish, Portuguese, French, beneficial but not required.
• Experience with an AS400 system.
• Must possess the interpersonal skills to deal effectively with angry customers and relate well to others in the organization.
• Must possess strong organizational skills, with attention to detail to be able to prioritize and manage assigned workload on time and accurately.
• Demonstrates the Thermo Fisher values of Integrity, Intensity, Innovation and Involvement.

At Thermo Fisher Scientific, each one of our 70,000 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.