Sr. Customer Service Representative

Job Description

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.

Job Description Summary:
The Senior Customer Service Representative/Team Lead acts as an escalation point for CSR’s processing domestic and international customer orders and assisting in resolving issues through inbound phone calls, fax, or email correspondence. This position is responsible for utilizing daily reports to understand and communicate daily transactional activities of the team. The Lead Customer Service Representative will participate in entering orders, answering and taking appropriate action from customer calls and providing back up coverage for all members of the Customer Service Team.

Key Responsibilities:
Performs Customer Service duties 40% of the time.

Assists management to establish goals and objectives for Customer Service personnel; reassign duties as work load changes and evolves, and ensure the daily work is defined and performed by each team member. Provide feedback for performance evaluations for same personnel.

Works to ensure team members meet both team and individual performance expectations focusing on Safety, Quality, and Delivery.

Leads the team in the adherence to all SOP’s and Thermo Fisher Scientific policies. Review and update departmental SOP’s as required. Develop procedures and quick reference guides for the team.

Serves as trainer for new hires and work closely with the team members to ensure appropriate skill level for each member is maintained. Update and refresh training materials for daily work and for complicated functions/tasks.

Works with Management in recommending and participating in disciplinary activities (performing investigation and documenting issues) as directed by the Supervisor, Manager and or Human Resources.

Maintains active communication with Management on all issues and problems.

Communicates efficiently and professionally in both a verbal and written manner with internal and external customers and reply to all inquiries in a timely manner and with a sense of urgency.

Manages the process with the team for processing new customer orders. Track and monitor outstanding orders and ensure prompt consistent communication of open orders and recovery dates for back orders is given to customers daily and weekly as appropriate. Assist the team with the weekly population of the back order spreadsheet until such time it is no longer needed. Serve as liaison between Customer Service Representatives and other various internal customers.

Plans delivery schedules and works with Warehouse personnel to estimate product delivery.

Participates in the implementation, maintenance and improvement of quality processes and Customer Service daily work as it relates and is connected with other departments to ensure successful handoffs.

Participates in activities/surveys designed to improve OEM/Customer Satisfaction and business performances (CAS).

Prepares departmental reports and work SAP reports daily for Customer Service including EDI workflow and maintain spreadsheet for open and back order status.

Prepares month end On Time Delivery (OTD) Report and distribute within timeline.

Supports Practical Process Improvement (PPI) and participates as required.

May be required to perform other related duties as required and/or assigned.

Minimum Requirements/Qualifications:
High school diploma or equivalent from an accredited institution. Bachelor’s degree preferred.

Minimum of 3 years of related Customer Service experience.

Proven ability to problem-solve with ability to gather and organize data as well as make recommendations.

Demonstrated initiative and leadership behaviors. Previous experience as a Team Leader a plus.

Ability to work in a team environment as well as independently.

Proficiency in MS office applications.

Ability to identify and solve problems and to multi-task under deadline

Excellent communication skills, both written and oral

This position has not been approved for relocation benefits.

At Thermo Fisher Scientific, each one of our 50,000 extraordinary minds has a unique story to tell. Join us and contribute to our singular mission—enabling our customers to make the world healthier, cleaner and safer.

• IND-SDG

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.