Customer Service Specialist II

JOB DESCRIPTION

Work Schedule

Standard (Mon-Fri)

Environmental Conditions

Office

Job Description

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. We provide our global teams with the resources needed to achieve individual career goals while helping to take science a step beyond by developing solutions for some of the world’s toughest challenges, like protecting the environment, making sure our food is safe or helping find cures for cancer.

DESCRIPTION:
At Thermo Fisher Scientific, you'll be part of a team enabling customers to make the world healthier, cleaner and safer. As a Customer Service Specialist II, you'll manage complex customer accounts and provide expert-level support throughout the order-to-delivery cycle. You'll serve as a key liaison between customers and internal teams, ensuring exceptional service delivery while supporting business growth and operational excellence.

Working in a dynamic, collaborative environment, you'll handle sophisticated customer requirements, resolve escalated issues, and identify process improvements. You'll build strong relationships with stakeholders across sales, operations, finance and other functions to deliver seamless customer experiences. This role offers excellent opportunities for career development within our innovative organization.

REQUIREMENTS:

• Assure timely and effective order processing through monitoring of daily procedures for assigned D&I sites. 
• Help answer and resolve daily Customer Service Specialists questions and problems in a quick and efficient manner 
• Ensure that customer purchase orders and returns are processed in a timely and accurate manner and that they meet all customer requirements. 
• Process customer invoices and resolve invoice discrepancies. 
• Track backorders and inform customers of changes. 
• Participate in special projects to enhance productivity.
• Assist in creating SOP’s/Standard Operating Procedures for Account Services.
• Be a point person to help solve system issues, challenging customer requests, and return transactions.
• Be a primary point of contact for Warehouse Operations to assists answering questions and resolving issues.
• Identify and lead process improvement projects within Account Services.
• Serve as a representative of Account Services for cross functional projects.
• Assist in training new hires within the Account Services department. 

MIMIUMUM QUALIFICATIONS:

• Bachelor’s Degree or 3 years or more related customer service-related experience.
• Ability to understand and answer system-related questions and resolve complex issues.
• Be able to effectively engage with other departments within the Company such as Supply Chain, Sales, Product Management, Finance, and Accounting.
• Excellent organizational skills and the ability to prioritize and manage diverse projects.
• Detail oriented and successful at multitasking. 
• Have a “Customer Service” approach to relationships with internal and external customers.

PREFERRED QUALIFICATIONS:

• Proficient computer skills including experience utilizing an ERP system (AS 400 or similar), Microsoft Outlook, Salesforce, Poka Labs, and spreadsheet analysis in Excel. 
• Strong written and oral communication skills with the ability to interact with a wide variety of audiences. 

This position has not been approved for Relocation Assistance. 

At Thermo Fisher Scientific, each one of our 120,000 extraordinary minds has a unique story to tell. Join us and contribute to our singular mission—enabling our customers to make the world healthier, cleaner and safer. Apply today

Thermo Fisher Scientific is an EEO/Affirmative Action Employer and does not discriminate on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, disability or any other legally protected status.