Customer Service Representative II

Work Schedule

Environmental Conditions

Job Description

Job Summary:

Responsible for inbound call traffic into Thermo Fisher Microbiology Division (MBD) Customer Service from internal and external customers in a contact center environment. Provide accurate and timely order entry, schedule agreement support, and resolutions to external and internal customers. Handles inbound-related calls, including tracking, order status, notifications, and escalated issues. Handles customer order concerns by providing world-class customer service and meeting customer scheduling expectations. The ideal candidate has experience in a high-volume call environment, and can prioritize several tasks throughout the day, and has a proven track record of being part of a high-performing team.  

Schedule: Monday through Thursday, 9:30 AM to 6 PM, Friday, 8:30 AM to 5 PM

Key Responsibilities:

• Ability to speak and write fluently in both English and French is a plus.
• Handle inbound phone calls, providing timely and accurate information to customers in a high call center environment.
• Handles and responds to all inquiries of customer problems, orders, and general inquiries for all issues related to order fulfillment, including schedule agreement changes and delivery timelines. Inquiries occur via a variety of channels – including phone, e-mail, or other channels.
• Efficient and accurate entry of orders.
• Owns customer issues, resolves complex customer inquiries, and works with a wide range of team members, including Operations, Technical Support, Logistics, Purchasing, Sales, and Marketing to ensure timely issue resolution.
• Provide customer account management to ensure satisfaction and business objectives are met.
• Support and work alongside A.I. technology like Esker order management and Gene.AI.
• Strives to exceed set service levels and Individual/Department/Company Targets.
• Handles all queries within the established process.
• Communicate proactively with the assigned customers, sales team, and internal personnel regarding product availability, supply chain delays, or other issues.
• Reallocate products based on inventory levels to meet scheduling agreement requirements as needed.
• Strives to continuously improve the processes they work with as well as how they deliver service to the customers, using defined company methodology
• Participates with team members to improve communications, accountability and team success
• Participates in the departmental training plan and owns their personal development
• Effectively plans and prioritizes workload every day to avoid backlogs.
• Swivel between inbound calls, emails, and order entry when needed
• The leadership team may assign tasks when business dictates

Minimum Requirements/Qualifications:

• High school graduate or equivalent required; an associate degree is preferred
• 2+ years of related Customer Service experience required
• Demonstrate a solid understanding of personal computer applications such as Microsoft Office Tools. Knowledge of ERP Systems
• Ability to identify, tackle problems, and multi-task
• Ability to diffuse customer dissatisfaction
• Detail oriented
• Beginner level with Excel
• Troubleshooting experience
• Takes initiative
• Team oriented