Sr. Customer Service Representative

Senior Customer Service Representative

As part of the Thermo Fisher Scientific team, you'll discover meaningful work that makes a positive impact on a global scale. Join our colleagues in bringing our Mission to life every single day to enable our customers to make the world healthier, cleaner and safer. You'll provide exceptional support throughout the customer lifecycle, handling administration, order management, quotations, and master data maintenance. Working in a diverse environment, you'll collaborate with cross-functional teams to deliver outstanding service while maintaining the highest standards of accuracy and professionalism. This role offers professional development opportunities while contributing to groundbreaking scientific advances.

What will you do?

• Execute and manage order processing transactions accurately, in a timely manner from order entry to delivery commitment to customers.
• Responds effectively and efficiently to internal and external inquiries across multiple channels, ranging from orders, product availability, pricing, delivery, billing, and other forms of documentation
• Handle customer order inquiries and engage with relevant stakeholders to resolve issues in a timely manner.
• Accounts & backlogs management, proactively communicate changes/delays and suggest alternative options whenever possible to mitigate escalation due to shipping delays.
• Prompt coordination with logistics team for timely pick up & delivery.
• Liaise with manufacturing facilities & 3rd party vendors as necessary
• Work with Finance on Accounts Receivable, Accounts Payable issues & follow up when needed.
• CAS Survey engagement.
• Participate in order management process improvement when needed.
• Responsible to meet all operational KPI and SLA.
• Ensure all documentation and order processes are in line with corporate guidelines and compliance
• Reports preparation on regular basis.
• Perform other duties/projects as assigned.

Qualifications:

• 2 years of customer service experience in a shared service center, manufacturing or office environment
• Preferred Fields of Study: Business Administration, Science, or related field

Strong written and verbal communication skills in English. Demonstrated proficiency in Microsoft Office applications. Experience with ERP systems and CRM platforms preferred. Excellent problem-solving abilities and attention to detail. Strong organizational skills with ability to prioritize multiple tasks effectively. Initiative-taking with a positive, collaborative mindset. Ability to handle complex customer requirements and manage escalations professionally. Consistent record of meeting performance metrics and service level agreements. Capacity to work independently and handle ambiguous situations. Ability to develop and maintain effective relationships with internal and external stakeholders. Demonstrated judgment and diplomacy in customer interactions. Willingness to participate in cross-training and support activities as needed. Experience in data accuracy and quality control. Ability to work in a standard office environment with regular computer use.

Compensation and Benefits

The hourly pay range estimated for this position based in Massachusetts is $18.54$27.81.

This position may also be eligible to receive a variable annual bonus based on company, team, and/or individual performance results in accordance with company policy. We offer a comprehensive Total Rewards package that our U.S. colleagues and their families can count on, which includes:

• A choice of national medical and dental plans, and a national vision plan, including health incentive programs
• Employee assistance and family support programs, including commuter benefits and tuition reimbursement
• At least 120 hours paid time off (PTO), 10 paid holidays annually, paid parental leave (3 weeks for bonding and 8 weeks for caregiver leave), accident and life insurance, and short- and long-term disability in accordance with company policy
• Retirement and savings programs, such as our competitive 401(k) U.S. retirement savings plan
• Employees' Stock Purchase Plan (ESPP) offers eligible colleagues the opportunity to purchase company stock at a discount