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Job ID :
60721BR
Location :
US - Kansas - Lenexa
:
Job Description

POSITION SUMMARY:

Employee is responsible for entering order into the MBD-Lenexa ERP system and assisting our internal and external customers with resolution of customer service issues and complaints.

ESSENTIAL FUNCTIONS:

  1. Perform all of the essential functions of the Order Entry Representative.
  2. Enter orders as they are received via fax, email and/or phone as assigned by management; perform quality verification of customer shipping information, order details, and pricing.
  3. Update customer information (e.g. address, billing information, etc.) and submit the information to the Data Maintenance group.
  4. Reallocate products to ship from other warehouses as necessary.
  5. Update customers with product availability information.
  6. Respond to customer inquiries in a professional manner; provide information within the area of assignment in an efficient and timely manner.
  7. Document customer complaints in the ERP system in a timely manner to ensure customer satisfaction and problem resolution of service/product.
  8. Provide internal customer support for Remel field sales personnel.
  9. Utilize different resources as needed in Thermo Fisher Scientific’s intranet.
  10. Perform other duties as assigned.
  11. Report any actual or potential safety hazards to the Supervisor, Human Resources, Safety Specialist or Senior Management.
A Customer Service Representative (CSR) who has demonstrated the capacity for increased responsibility, based on mastery of the essential job functions, and superior performance, based on productivity and quality evaluations, may be considered a senior Customer Service Representative and add the following functions as necessary to meet the needs of the business:

1.Act as a mentor to and provide support to less senior CSRs.
2.Enter proficiency test orders when received, create delivery and print invoices.
3.Allocate products for backorders.
4.Review and approve fax orders >$5,000.
5.Maintain fax server database.
6.Respond to customer service voicemail and email requests for information including document requests for technical documents.
7.Prepare weekly reports as requested by management.


SKILLS, ABILITIES AND QUALIFICATIONS:

1.Possess high school diploma or GED.
2.Possess good communication, writing, and problem-solving skills.
3.Possess basic knowledge in math and ability to read.
4.At least one year inbound call center / customer service experience.
5.Must have previous experience with Word, Outlook and Excel.



Thermo Fisher Scientific is an EEO/Affirmative Action Employer and does not discriminate on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, disability or any other legally protected status.
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