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?
The Production Customer Service Representative’s role is to provide exceptional service to Production customers and internal clients to achieve business goals and objectives which include on time delivery with supporting quality documentation. Communication occurs via phone, email, fax, and other channels.

What will you do?              

• Responds to and resolves internal and external customer requests and inquiries which may involve pricing, product availability or returns, terms and conditions, vendor information and delivery.
• Interacts with multiple areas including Third Party Purchasing, Operations, Logistics, outside sales force, suppliers and production operations team to ensure timely and accurate shipment of product and issue resolution.
• Identifies customer needs, and appropriate course of action, including order placement, processing/expediting orders, process returns, sourcing products and other inquiries, within established performance expectations and departmental procedures.
• Assesses customer needs and escalates issues as appropriate.
• Documents transactions and performs follow-up actions in accordance with departmental standard operating processes and procedures.
• Stays abreast of and complies with new processes, system changes, procedural updates, and initiatives within the company.
• Adheres to schedule, including regular, reliable, and punctual attendance at work.
• Meets or exceeds productivity and/or quality standards defined in annual goals.
• Completes all other duties as assigned.
• Leverage PPI/Process improvement tools to identify, own and implement customer service related process improvements
• Support Production Operations team in the execution of orders to meet production customer requirements (On time delivery, Deduct & Hold, Quality Documentation, etc.)

• High school diploma or GED required
• Associate/Bachelor Degree Preferred

• 3-5 years of experience in a Fisher Scientific call center, VAST team experience & Deduct & Hold experience preferred

• Excellent problem solving skills to take the appropriate course of action and provide a solution to the customers.
• Must be able to learn and apply new information as it relates to servicing the customer.
• Strong keyboarding skills in order to enter customer orders while on the phone and in a timely manner.
• Strong verbal and written communication skills.
• Must be proficient in Fisher Scientific order entry/management systems (Mainframe), Microsoft Office, including Word, Outlook, and Excel
• Minimal travel required (<5%)