Customer Care Representative at Thermo Fisher Scientific

Work Schedule

Environmental Conditions

Job Description

Thermo Fisher Scientific Inc. is the world leader in serving science, our Mission being: to enable our customers to make the world healthier, cleaner and safer. Our team of more than 120,000 colleagues delivers an outstanding combination of innovative technologies, purchasing convenience and pharmaceutical services through our industry-leading brands.

We share a common set of values - Integrity, Intensity, Innovation and Involvement, with Diversity and Inclusion standing alongside our 4I's. Our Values are not just something we do but are who we are! These are woven into the fabric of our culture and are vital to the success of our organization. We collaborate as a team to speed up research efforts, overcome scientific hurdles, advance technology, and support individuals seeking medical assistance.

Job Title: Customer Care Representative

Reports to: Customer Care Team Leader

Position Location: Scoresby

Position Summary:
You will provide outstanding support to our customers and clients, primarily through placing and reviewing orders, and responding efficiently and effectively to their enquiries. You will need to demonstrate a high level of courteous and efficient service while giving to business development and growth in sales.

Key Responsibilities:

• Deliver and maintain unparalleled service, working with all departments to accelerate the customer experience.
• Process orders accurately and help to drive customers towards our digital platform for additional speed to information.
• Record all activity within the Enterprise Resource Planning (ERP) and Customer Relationship Management (CRM) systems.
• Prepare Return Authorisation and credits for processing and ensure that they are within company guidelines.
• Proactive communication of key opportunities, sensitivities or issues internally including forwarding leads to sales for qualification
• Communicate effectively with customers and employees partnering for excellent results.
• Think on your feet and be prepared to use your initiative to find solutions.
• Ensure compliance with processes around regulated activities.
• Follow the company’s quality systems ISO 9001 and operating procedures.
• Maintain a professional and positive demeanor whilst being committed to the values of Integrity, Intensity, Innovation and Involvement
• Involvement to identify and define problem areas for improvement.
• Follow OHS policies and procedures and ensure a safe and healthy workplace environment.

Skills and Experience:

• Minimum of 1 year in a dedicated customer service role
• Excellent digital literacy, the ability to learn new concepts and packages as the need arises.
• Ability to remain professional and composed when presented with complicated circumstances.
• Strong results focus and with attention to detail.
• Excellent interpersonal and communication skills with ability to build to achieve results.
• Outstanding organizational skills and a curiosity about effectively prioritizing tasks.
• Be able to work optimally (and in good humor!) in a fast-paced environment ensuring all tasks are performed to completion and on time.
• A great teammate who collaborates effectively with all internal customers
• Intermediate level competence in Microsoft Office Suite applications, Excel, Work and Outlook. Experience with Salesforce.com (CRM) helpful
• University degree (preferred Science or business) and or related experience would also be helpful.

Frequent Contacts:

• External: Diverse industry Customer base and Transportation Companies
• Internal: Our Customer Service Colleagues! Sales & Marketing; Finance team; Logistics & Supply Chain; eComm and IT; Quality, legal and compliance functions

Other Job Requirements:

• Some public holiday and out of hours work may be required. Possibility for on call work supporting this critical industry.
   

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

Join us and you’ll discover meaningful work that positively impacts on a global scale, helping to take science a step beyond by developing solutions for some of the world’s toughest challenges, like protecting the environment, ensuring our food is safe or helping find cures for cancer.. We provide a diverse and inclusive culture and the resources needed to achieve individual career goals.

#StartYourStory at Thermo Fisher Scientific!