Customer Service Representative II, Government Accounts (USA Remote)

Job Opportunity At Thermo Fisher Scientific

As a member of the Thermo Fisher Scientific Team, you will carry out important work, such as assisting customers in finding cures for cancer, protecting the environment, or making sure our food is safe. Your work will have real-world impact! We will support you in achieving your career goals every step of the way.

Key Responsibilities

• Responds to and resolves customer request, both email and phone, including processing orders, requests for pricing product availability, delivery, billing questions as well as returns and cancellations.
• Answers product or service inquiries, and support customers in facilitating communication for technical assistance as required.
• Works with other departments within Thermo Fisher Scientific and with our Suppliers to find solutions for both internal and external customers.
• Accountable for resolving customer requests, complaints and questions delivering with a First Call Resolution attitude and will raise issues when appropriate or the need emerges.
• Follows established service quality standards, meets established processing times and follow-up actions in accordance with departmental standards (after call work, order accuracy, etc.)
• Process EDI kick out errors.
• Follow multiple account specific SOP.
• Stays abreast of new processes and initiatives within the company.

Education, Skills, and Experience

• High School education required; college degree preferred.
• Excellent social skills/friendly and outgoing personality and enjoys assisting other.
• Demonstrates outstanding communication skills including probing, active listening, and written skills.
• Ability to exhibit perseverance and empathy and diffuse customer dissatisfaction.
• Proactive problem solving and decision-making.
• Strong organization and planning skills in order to meet customer commitments in a fast-paced environment.
• Ability to work both independently and within a team. Demonstrates resourcefulness.
• Creative problem-solving skills.
• Organizational and time management skills.
• Excellent listening, oral, and written communication skills.

Currently hold a Customer Service position and be fully trained on all customer service processes or possess equivalent experience and/or knowledge. Ability to navigate mainframe and work within multiple software programs, in addition to Microsoft Office, email and Internet navigation preferred.

Thermo Fisher Scientific Inc. is the world leader in serving science, with annual revenue exceeding $40 billion. Our mission is to enable our customers to make the world healthier, cleaner, and safer.

Compensation and Benefits: The hourly pay range estimated for this position based in Georgia is $14.65–$21.00. 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, commuter benefits and tuition reimbursement, at least 120 hours paid time off (PTO), 10 paid holidays annually, paid parental leave, accident and life insurance, and short- and long-term disability in accordance with company policy, retirement and savings programs, such as our competitive 401(k) U.S. retirement savings plan, Employees' Stock Purchase Plan (ESPP) offers eligible colleagues the opportunity to purchase company stock at a discount.

Thermo Fisher Scientific is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, creed, religion, color, national or ethnic origin, citizenship, sex, sexual orientation, gender identity and expression, genetic information, veteran status, age or disability status.