Sr Customer Service Representative

Work Schedule
Standard (Mon-Fri)

Environmental Conditions
Office

Job Description

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.

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• GED or equivalent experience is required for this position.

• 2 to 5 years of customer service experience preferred.

• 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.