Work Schedule

Environmental Conditions

Job Description

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 a proven track record of being part of a high-performing team.  

Hours: Monday through Thursday 9:30 AM to 6 PM, and Friday 8:30 AM to 5 PM.

Key Responsibilities:

Handle a high volume of inbound phone calls, providing timely and accurate information to customers.

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 or challenging customer inquiries, and works with a wide range of stakeholders, 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 contributes to a focus on continuous personal improvement

Effectively plans and prioritizes workload every day to avoid backlogs.

May be required to perform other related duties as needed and/or assigned by the leadership team.

Minimum Requirements/Qualifications:

High school graduate or equivalent required; Bachelor’s 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

Flexible with scheduling and re-prioritization to assist with meeting deadlines