Sr Customer Service Representative - Asheville, NC
Join the Thermo Fisher Scientific team and make a meaningful impact. From assisting with cancer treatments to safeguarding the environment and ensuring food safety, your work will have real-world implications while supporting your career objectives.
How will you make an impact?
Ensure the happiness of customers and maintain customer happiness through excellent service.
What will you do?
Implement Thermo Fisher Scientific protocols, consistencies and procedures.
Ensure that Thermo Fisher's customer happiness objectives are met or exceeded.
Provide a high level customer service to existing and new customers by handling customer accounts.
Work with Finance on Cash In Advance issues; Letters of Credit, credit limit issues, and commissions.
Work with Order Management to get delivery dates, expedite deliveries, assist with order issues and highlight critical orders.
Advance problem orders to the International Customer Service Team Lead and/or International Customer Service Supervisor as advised.
Assist in resolving issues such as short shipments, mis-shipments, and freight adjustments by working closely with the Export Documentation Specialists.
Provide customers with order status proactively; review customer open orders and address problem delivery issues in a timely manner.
Collaborate with sales, supply chain, and order management teams to ensure enhanced customer satisfaction.
Successfully communicate and exchange information among team members, other Thermo Fisher personnel, channel partners, and customers.
Meet all required department and company training goals and expectations.
Support Practical Process Improvement (PPI) methodology and participate in initiatives as required. Recommend process improvements and, with the coordination of a supervisor, serve on PPI and other process improvement teams or projects.
Display a positive, friendly demeanor toward customers, co-workers, and management.
How will you get here?
Education
GED or equivalent experience is required for this position.
Experience
2 to 5 years of customer service experience preferred.
Knowledge, Skills, Abilities
Knowledge of International Trade Practices is a strong plus.
Applicants should have a good understanding of restrictive trade practices and boycott transactions. Familiarity with the US Denied Persons/Companies list and current export regulations is required. The ability to work within legal and Thermo Fisher Scientific guidelines is critical.
Coordinate and balance multiple tasks, be proactive, take initiative, resolve problems, follow through, and optimally prioritize to ensure timely achievement of goals.
Excellent digital literacy required; efficiency in Word and Excel.
Excellent interpersonal skills required; both oral and written.
Must have in-depth product knowledge and be skilled in the use of computers.
Must be dedicated to actively participating and being a valuable member of the team.
Employee Benefits: Paid PTO, Health Insurance offered.
