Job DescriptionAs part of the Thermo Fisher Scientific team, you’ll discover meaningful work that makes a positive impact on a global scale. Join our colleagues in bringing our Mission to life every single day to enable our customers to make the world healthier, cleaner, and safer. We provide our global teams with the resources needed to achieve individual career goals while helping to take science a step beyond by developing solutions for some of the world’s toughest challenges, like protecting the environment, making sure our food is safe or helping find cures for cancer.Location/Division Specific InformationRemote, Fremont, CA / Clinical Diagnostics DivisionHow will you make an impact?The Customer Service Representative is responsible for processing product orders in a timely and accurate fashion for customers. The person in this role will respond to customer inquiries about product, as well as entering orders and organizing shipments for customers and model Thermo Fisher's 4i values.What will you do?
Coordinate, process and fulfil customer orders in line with processes and procedures and to agreed service level agreements. Confirm orders and shipping dates to the customer by email.
Act as a point of contact for the customer, including the resolution of customer enquiries and complaints and to keep the customer informed of any issues affecting service.
Respond to customer inquiries received via email and phone in a professional and courteous manner.
Process product orders for US domestic and international customers.
Ensure that sales orders are entered into the business system completely and accurately.
Ensure that all back up documentation, such as Purchase Orders and shipping documents are complete and kept on file according to company standards. Prepare appropriate documentation as required for customs clearance.
Plan and organize shipments with the customer and the logistics team.
Follow up with shipping and customers as appropriate, to make sure products ordered are shipped and received according to specifications.
Liaise with other Thermo Fisher Scientific sites and freight forwarders to ensure the timely dispatch and prompt delivery of ordered items, resolve any customer complaints regarding late deliveries and damage of goods.
Update and maintain all key customer information within QAD and other supporting systems.
Log and resolve customer queries and complaints, whilst ensuring that departmental processes and procedures are adhered to.
Liaise with relevant departments for stock availability, customer pricing and resolve issues whilst adhering to the regulatory requirements.
Working closely with distribution and freight forwarder regarding packaging and temperature-controlled solutions.
Use routing on QAD to ensure that we are meeting LOTIF (lines on time in full) for all customers.
Participate in the Continuous Improvement Program (PPI), contributing to the development and implementation of improvement initiatives within the department and identify process improvements (Kaizens).
Fulfil the responsibilities of the position as defined in the Health, Safety and Environmental Policies and associated Codes of Practice. To actively promote Health and Safety awareness of all other employees.
Carry out any similar duties as directed by the CS Team Leader and CS Manager.
How will you get here?Education
High School Diploma or equivalent required; some college is preferred.
Experience
2+ years’ experience in a customer service, order fulfillment or international environment is desired.
Knowledge, Skills, and Abilities:
Proven telephone, communication and people interaction skills with peers and customers.
Be well organized, be able to meet due dates, and pay close attention to detail.
Have a willingness and ability to adhere to a structured schedule and be willing to work overtime as required.
Be a great teammate and work well in a team environment.
Have regular, reliable, and predictable attendance.
Working knowledge and experience of using QAD.
Intermediate to advance skill level of Microsoft Word and Excel.
Highly developed organizational and problem-solving skills.
Demonstrate excellent communication skills.
Complaint handling / conflict resolution skills.
Our Mission is to enable our customers to make the world healthier, cleaner and safer. Watch as our colleagues explain 5 reasons to work with us. As one global team of 100,000 colleagues, we share a common set of values - Integrity, Intensity, Innovation and Involvement - working together to accelerate research, solve complex scientific challenges, drive technological innovation and support patients in need. #StartYourStory at Thermo Fisher Scientific, where diverse experiences, backgrounds and perspectives are valued.Apply today! http://jobs.thermofisher.comThermo 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.Accessibility/Disability AccessJob Seekers with a Disability: Thermo Fisher Scientific offers accessibility service for job seekers requiring accommodations in the job application process. For example, this may include individuals requiring assistance because of hearing, vision, mobility, or cognitive impairments. If you are a job seeker with a disability, or assisting a person with a disability, and require accessibility assistance or an accommodation to apply for one of our jobs, please submit a request by telephone at 1-855-471-2255. Please include your contact information and specific details about your required accommodation to support you during the job application process.This telephone line is reserved solely for job seekers with disabilities requiring accessibility assistance or an accommodation in the job application process. Messages left for other purposes, such as not being able to get into the career website, following up on an application, or other non-disability related technical issues will not receive a response.Compensation and BenefitsThe hourly pay range estimated for this position based in California is $20.50–$30.34.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, including commuter benefits and tuition reimbursement
At least 120 hours paid time off (PTO), 10 paid holidays annually, paid parental leave (3 weeks for bonding and 8 weeks for caregiver 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
For more information on our benefits, please visit: https://jobs.thermofisher.com/global/en/total-rewardsThermo 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.
