Work Schedule

Standard (Mon-Fri)

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.  

Key Responsibilities:

Ability to speak and write in both English and Spanish fluently.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 methodologyParticipates with team members to improve communications, accountability and team successParticipates in the departmental training plan and contributes to a focus on continuous personal improvementEffectively 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; associate degree is preferred2+ years of related Customer Service experience requiredDemonstrate a working knowledge of personal computer applications such as Microsoft Office Tools. Knowledge of ERP SystemsAbility to identify, solve problems, and multi-taskAbility to diffuse customer dissatisfactionDetail orientedBeginner level with ExcelTroubleshooting experienceTakes initiativeTeam oriented

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