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Sr. Customer Service Representative

ThermoFisher Scientific • Asheville, NC • 3h ago

Work Schedule

First Shift (Days)

Environmental Conditions

Office

Job Description

Sr Customer Service Representative - Asheville, NC

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?

Provide excellent customer service to maintain overall customer satisfaction and customer allegiance. Typical working hours will be 8a - 5p, Monday through Friday. Note: After training is completed, and a 90-day trial of being on the floor, the representative will be able to work remotely 4 days a week and on-site 1 day each week.

What will you do?

Adhere to Thermo Fisher Scientific protocols, consistencies and procedures.

Ensure that Thermo Fisher's customer satisfaction objectives are met or exceeded.

Provide high level of customer service to existing and new customer base by handling customer accounts.

Work with Finance on Cash In Advance issues; Letters of Credit, credit limit issues, and commissions.

Work with Order Management to get delivery dates; to expedite deliveries, assist with order issues and highlight critical orders.

Raise problem orders to International Customer Service Team Lead and/or Supervisor.

Assist in resolving issues concerning, but not limited to; short shipments, mis-shipments, freight adjustments by working closely with the Export Documentation Specialists.

Provide customer with order status proactively; reviews customer open orders and raises problem delivery issues in a timely manner.

Engage closely with sales, supply chain, and order management to ensure customer happiness is heightened.

Effectively communicate and exchange information among team members and other Thermo Fisher personnel, channel partners and customers.

Meet all required department and company training goals and expectations.

Support Practical Process Improvement (PPI) methodology and participate in initiatives. Recommends process improvements and with coordination of supervisor, serves on PPI and other process improvement teams or projects.

Display a positive friendly demeanor toward customers, co-workers and management.

How you will get here

Education

High School Graduate/GED minimally required.

Experience

3 to 5 years customer service experience preferred.

Knowledge, Skills, Abilities:

Knowledge of International Trade Practices is a strong plus.

Knowledge of restrictive trade practice or boycott transactions and US Denied Persons/Companies list. Should be current on export regulations and current US embargoed countries and maintain vigilance in working within legal and Thermo Fisher Scientific regulations and guidelines or be able to learn same.

Organize and prioritize work, be proactive, take initiative, resolve problems, follow through, and simultaneously handle multiple priorities to ensure goals are met on time.

Excellent Computer skills required; efficiency in Word and Excel.

Excellent communication skills required; both oral and written.

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