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Job ID :
67102BR
Location :
US - Kansas - Lenexa
:
Job Description
  • Perform all of the essential functions of a Customer Service Representative, for assigned strategic accounts, e.g. inbound calls, outbound calls, order entry, email communication.
  • Monitor new and strategic customers to ensure customer satisfaction is achieved and business objectives met.
  • Process direct drop-in and scheduled orders from time of receiving PO until delivery of order.
  • Be able to communicate effectively with internal and external customers via e-mail and phone.
  • Maintains knowledge of documentation requirements, acceptable payment terms, and mode of shipment for assigned countries.
  • Ensure maximum customer satisfaction by resolving customer concerns in a timely and efficient manner.
  • Provide proactive communicate regarding product availability, supply chain delays or other issues to the assigned customers, sales team, and internal personnel, when applicable.
  • Exhibit the ability to multi-task effectively, handle multiple interruptions, and prioritize deadlines.
  • Implement best practices to elevate and improve customer service and satisfaction levels.
  • Frequently partner cross-functionally to provide seamless support to customers and the sales team.
  • Maintain special shipping instructions within the workflow system, as appropriate.
  • Reallocate product based on inventory levels to meet scheduling agreements requirements, as needed.
  • Document, analyze and identify complaint trends for customer accounts and propose resolutions.
  • Participate on cross-functional teams to help identify and implement efficiencies through PPI, Kaizen and 5S.
  • Report any actual or potential safety hazards to the Supervisor, Human Resources, Safety Specialist or Senior Management.
  • Actively backup Customer Service by taking CS/OE queue calls and entering orders from general order entry mailbox.
  • Perform other duties as assigned.



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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