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Sr. Customer Service Representative

ThermoFisher Scientific • Tewksbury, MA • 1h ago

Work Schedule

Standard (Mon-Fri)

Environmental Conditions

Office

Job Description

As part of the Thermo Fisher Scientific team, you'll discover meaningful work that makes a positive impact on a global scale. Join our colleagues in bringing our Mission to life every single day to enable our customers to make the world healthier, cleaner and safer. We provide our global teams with the resources needed to achieve individual career goals while helping to take science a step beyond by developing solutions for some of the world's toughest challenges, like protecting the environment, making sure our food is safe or helping find cures for cancer.

DESCRIPTION:

Join our team at Thermo Fisher Scientific as a Senior Customer Service Representative, where you'll contribute to our mission to make the world healthier, cleaner, and safer. You'll provide exceptional support throughout the customer lifecycle, handling administration, order management, quotations, and master data maintenance. Working in a diverse environment, you'll collaborate with cross-functional teams to deliver outstanding service while maintaining the highest standards of accuracy and professionalism. This role offers professional development opportunities while contributing to groundbreaking scientific advances.

What will you do?

Execute and manage order processing transactions accurately, in a timely manner from order entry to delivery commitment to customers.

Responds effectively and efficiently to internal and external inquiries across multiple channels, ranging from orders, product availability, pricing, delivery, billing, and other forms of documentation

Handle customer order inquiries and engage with relevant stakeholders to resolve issues in a timely manner.

Accounts & backlogs management, proactively communicate changes/delays and suggest alternative options whenever possible to mitigate escalation due to shipping delays.

Prompt coordination with logistics team for timely pick up & delivery.

Liaise with manufacturing facilities & 3rd party vendors as necessary

Work with Finance on Accounts Receivable, Accounts Payable issues & follow up when needed.

CAS Survey engagement.

Participate in order management process improvement when needed.

Responsible to meet all operational KPI and SLA.

Ensure all documentation and order processes are in line with corporate guidelines and compliance

Reports preparation on regular basis.

Perform other duties/projects as assigned.

Qualifications:

2 years of customer service experience in a shared service center, manufacturing or office environment

Preferred Fields of Study: Business Administration, Science, or related field

Strong written and verbal communication skills in English

Demonstrated proficiency in Microsoft Office applications

Experience with ERP systems and CRM platforms preferred

Excellent problem-solving abilities and attention to detail

Strong organizational skills with ability to prioritize multiple tasks effectively

Initiative-taking with a positive, collaborative mindset

Ability to handle complex customer requirements and manage escalations professionally

Consistent record of meeting performance metrics and service level agreements

Capacity to work independently and handle ambiguous situations

Ability to develop and maintain effective relationships with internal and external stakeholders

Demonstrated judgment and diplomacy in customer interactions

Willingness to participate in cross-training and support activities as needed

Experience in data accuracy and quality control

Ability to work in a standard office environment with regular computer use

Compensation and Benefits

The hourly pay range estimated for this position based in Massachusetts is $18.54-$27.81.

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 our U.S. colleagues and their families can count on, which includes:

A choice of national medical and dental plans, and a national vision plan, including health incentive programs

Employee assistance and family support programs, including commuter benefits and tuition reimbursement

At least 120 hours paid time off (PTO), 10 paid holidays annually, paid parental leave (3 weeks for bonding and 8 weeks for caregiver leave), accident and life insurance, and short- and long-term disability in accordance with company policy

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