Customer Service Representative II at Thermo Fisher Scientific in Lenexa, Kansas

Job Description:

Work Schedule

Second Shift (Afternoons)



Environmental Conditions

Office



Job Description




Job Summary:



Responsible for inbound call traffic into Thermo Fisher Microbiology Division (MBD) Customer Service from internal and external customers in a contact center environment. Provide accurate and timely order entry, schedule agreement support, and resolutions to external and internal customers. Handles inbound-related calls, including tracking, order status, notifications, and escalated issues. Handles customer order concerns by providing world-class customer service and meeting customer scheduling expectations. The ideal candidate has experience in a high-volume call environment, and can prioritize several tasks throughout the day, and has a proven track record of being part of a high-performing team.



Schedule: Monday through Thursday, 9:30 AM to 6 PM, Friday, 8:30 AM to 5 PM



Key Responsibilities:

• Ability to speak and write fluently in both English and French is a plus.


• Handle inbound phone calls, providing timely and accurate information to customers in a high call center environment.


• Handles and responds to all inquiries of customer problems, orders, and general inquiries for all issues related to order fulfillment, including schedule agreement changes and delivery timelines. Inquiries occur via a variety of channels - including phone, e-mail, or other channels.


• Efficient and accurate entry of orders.


• Owns customer issues, resolves complex customer inquiries, and works with a wide range of team members, including Operations, Technical Support, Logistics, Purchasing, Sales, and Marketing to ensure timely issue resolution.


• Provide customer account management to ensure satisfaction and business objectives are met.


• Support and work alongside A.I. technology like Esker order management and Gene.AI.


• Strives to exceed set service levels and Individual/Department/Company Targets.


• Handles all queries within the established process.


• Communicate proactively with the assigned customers, sales team, and internal personnel regarding product availability, supply chain delays, or other issues.


• Reallocate products based on inventory levels to meet scheduling agreement requirements as needed.


• Strives to continuously improve the processes they work with as well as how they deliver service to the customers, using defined company methodology


• Participates with team members to improve communications, accountability and team success


• Participates in the departmental training plan and owns their personal development


• Effectively plans and prioritizes workload every day to avoid backlogs.


• Swivel between inbound calls, emails, and order entry when needed


• The leadership team may assign tasks when business dictates

• High school graduate or equivalent required; an associate degree is preferred


• 2+ years of related Customer Service experience required


• Demonstrate a solid understanding of personal computer applications such as Microsoft Office Tools. Knowledge of ERP Systems


• Ability to identify, tackle problems, and multi-task


• Ability to diffuse customer dissatisfaction


• Detail oriented


• Beginner level with Excel


• Troubleshooting experience


• Takes initiative


• Team oriented