Thermo Fisher Scientific Inc. is the world leader in serving science, with annual revenue exceeding $25 billion. Our Mission is to enable our customers to make the world healthier, cleaner and safer. Whether our customers are accelerating life sciences research, solving complex analytical challenges, improving patient diagnostics and therapies or increasing productivity in their laboratories, we are here to support them.

Location/Division Specific Information

Our Customer Care Representatives have some scheduling requirements that you should be aware of:

• Our hours of operation are 7:00 a.m. to 9:00 p.m. eastern standard time.
• As a Full-Time team member, you would be expected to work 40 hours per week.
• Full-Time work schedules may include voluntary overtime hours.

How will you make an impact?

As a member of our Customer Care team, you have the opportunity to support and solve our customers’ inquiries that ultimately contribute to the success of our business. Our Customer Care Representatives provide exceptional customer service in a fast paced, call center environment with internal and external contacts via inbound and outbound phone calls, email and live chat.

What will you do?

• Support our internal and external customers resolving with following types of requests:
  • Processing orders, requests for pricing, product availability, delivery, billing questions as well as returns and cancellations
• Responsible for resolving customer complaints and escalates issues as appropriate with the goal of first call resolution
• Answers product or service inquiries, troubleshoots and supports our customers in facilitating communication for technical assistance as required
• Partners with other departments within Thermo Fisher Scientific and with our suppliers to find solutions for both internal and external customers
• Follows established performance metrics including but not limited to quality standards, after call work (ACW), adherence (ADH) and follow-up on all actions in accordance with departmental standards
• Assists in working to increase revenue by offering substitutes and / or alternative products where applicable

How will you get here?

Education

• High School diploma or equivalent required

Experience

• Typically requires at least one year of customer servicer experience
• Experience working in an office environment a plus

Knowledge, Skills, Abilities

• Proficient in the basic use of PCs including Microsoft Office, Internet Explorer and strong typing skills
• Highly developed sense of urgency and commitment to customer satisfaction
• Ability to problem solve customer issues via telephone and email
• Demonstrates attention to detail, accuracy and quality
• Organizational skills, time management skills and ability to multi-task

Our global team of more than 75,000 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. For more information, please visit www.thermofisher.com.